System and method for intelligent customer data analytics

摘要

According to some embodiments, an insurance business process may have a series of business process actions. Moreover, point of service customer interaction data associated with the insurance business process may be received along with external third-party information associated with a context of the insurance business process. Based on the external third-party data, the point of service customer interaction data may be systematically analyzed to identify a trend. The trend may be analytically mapped to a first business process action in the insurance business process. An indication of a recommended change to the first business process action may then be output based at least in part on the identified trend.

主权项

1. A system for systematically analyzing point of service customer interaction data, identifying a trend indicative of a relationship between a business context event and the point of service customer interaction data, mapping the trend to a business process action, and outputting a recommended change in the business process action based on the identified trend, comprising:
a communication device to receive: (i) point of service customer interaction data associated with the insurance business process action and (ii) external third-party data of business context events that may affect a quantity or type of the point of service customer service interactions associated with the insurance business process action; a computer processor for executing program instructions; and a memory, coupled to the computer processor, storing program instructions which, when executed by the computer processor cause the processor to:
systematically analyze, based on the external third-party data, the point of service customer interaction data to identify a trend indicative of a relationship between a particular business context event of the external third-party data and the quantity or type of the point of service customer service interactions associated with the insurance business process action,analytically map the trend to the business process action of the series of business process actions, andoutput an indication of a recommended change to the business process action based at least in part on the identified trend.