Method and Apparatus for Intent Prediction and Proactive Service Offering

摘要

An intelligent IVR system identifies a customer based on previous customer interactions. Customer intent is predicted for an ongoing interaction and personalized services are proactively offered to the customer. A self-optimizing algorithm improves intent prediction, customer identity, and customer willingness to engage and use IVR.

主权项

1. A computer implemented method for identifying a customer across a multichannel network and predicting customer intent, comprising:
providing a processor implemented automated self-service application framework collecting data from:
one or more sets of data that the framework persists;data persisted by a plurality of communication channels; andenterprise data that the framework accesses; determining an identity confidence score from the data using:
history of previous interactions via a current interaction channel; andhistory of correlation between the current interaction channel and a plurality of other communication channels; and using the identity confidence score and predicting an identity, or multiple possible candidate identities, of each customer.