METHOD AND APPARATUS FOR IMPROVING CUSTOMER INTERACTION EXPERIENCES

摘要

A computer-implemented method and an apparatus for improving customer interaction experiences determines one or more personas associated with a customer based on customer activity on a plurality of interaction channels. One or more persona profiles corresponding to the one or more personas are generated and maintained, where a persona profile is representative of a set of behavioral traits exhibited substantially consistently by the customer when inhabiting a persona. One or more customer interactions are correlated to at least one persona based on the one or more persona profiles, where the one or more customer interactions are conducted over one or more interaction channels. An intention of the customer is predicted based on the correlation of the one or more customer interactions to the at least one persona.

主权项

1. A computer-implemented method, comprising:
determining, by a processor, one or more personas associated with a customer based on customer activity on a plurality of interaction channels; generating and maintaining, by the processor, one or more persona profiles corresponding to the one or more personas, wherein a persona profile from among the one or more persona profiles represents a set of behavioral traits exhibited substantially consistently by the customer when inhabiting a persona from among the one or more personas; correlating, by the processor, one or more customer interactions to at least one persona from among the one or more personas based on the one or more persona profiles, the one or more customer interactions being conducted over one or more interaction channels from among the plurality of interaction channels; and predicting, by the processor, intention of the customer based on the correlation of the one or more customer interactions to the at least one persona.