Customer Journey Prediction and Resolution

摘要

Customer journey prediction and resolution is accomplished via a predictive model in which each user is mapped onto all available user journey information corresponding to a specific business. The predictive model is analyzed to understand the characteristics, preferences, and lowest effort resolution for the user related to the services that are subscribed to by the user. The predictive model is analyzed to predict the service or collection of services for each user. Embodiments interact with, provide and receive information from, and react to and/or deliver action to the customer across channels and across services. All customer and system behavior, data, and action is tracked and coordinated and leveraged for continuous feedback and performance improvement.

主权项

1. A computer implemented method for coordinating multi-channel interaction, comprising:
when a user tries to interact with a particular service, a processor predicting specific contents of the service based on available data related to user journeys; wherein said user interaction comprises any of the user making a call to customer care, making a casual visit to a physical location, surfing in an associated Website, or any combination of said actions performed by the user; said processor allocating a unique id corresponding to said user; said processor checking if said user is accessing any other service and/or channels; said processor using said unique id to check and identify services and/channels to which the user subscribes; said processor checking if said unique id is used in any other services or channels; wherein if said user is accessing multiple services and/or channels, said processor linking all of said identified services and/channels; based on the identified services, said processor services to the user.