CUSTOMER CONTEXT ANALYSIS AGENT COMMUNICATION AID

摘要

Embodiments of the invention are directed to a system, method, or computer program product for providing an agent communication aid based on customer context analysis, such that the agent or communication channel can more effectively assist a customer. As such, the system may provide a customer context profile associated with the customer to the channel. The profile compiles event data associated with the customer from online, inquiry, transactional, status, or external sources. Subsequently, this data is processed through rules and logic to provide real-time data associated with prior customer communications via the customer context profile. Furthermore, the system may predict one or more reasons for future customer communications and provided options for the customer's communications. Thus, providing the agent or communication channel with a customer context profile with a holistic view of the customer prior to a future customer communication.

主权项

1. A system for providing a communication aid based on customer communications, the system comprising:
a memory device with computer-readable program code stored thereon; a communication device; a processing device operatively coupled to the memory device and the communication device, wherein the processing device is configured to execute the computer-readable program code to:
receive customer event data, wherein customer event data includes information about customer communications with a financial institution and information about transactions the customer made using a financial institution account;analyze the received customer event data in real-time as the data is received, wherein analyzing the received customer event data includes applying logic to identify trends in customer communications;determine, based on the received customer event data, one or more external life events for the customer, wherein the external life events are determined from a disposition of the customer communications with the financial institution and information associated with the products of the transaction using the financial institution account;predict, based on the received customer event data and analysis of the received customer event data, one or more future customer communications, wherein the prediction is based on patterns of prior customer communications with the financial institution and prior transactions using the financial institution account;generate, via a computer processing device, a customer context profile, wherein the customer context profile illustrates the trends in customer communications, the external life events of the customer, predicted future customer communications, and dispositions of previous customer communications; andpresent the customer context profile to the appropriate communication channel.