Apparatus and Method for Predicting Customer Behavior
First Claim
Patent Images
1. A computer-implemented method for customer service comprising:
- receiving problem data relating to a customer interaction arising from a purchase of a product or service;
receiving product data relating to the product or service purchased by a customer during the customer interaction;
receiving information about the customer that purchased the product or service;
transforming the problem data, product data, and the information about the customer into data;
determining, using a computing platform comprising at least one processor, contributing variables using the data, wherein the determining comprises computing contributing variables according to whether the variable is for a numerical or categorical prediction; and
building a plurality of predictive models using the contributing variables.
2 Assignments
0 Petitions
Accused Products
Abstract
A predictive model generator that enhances customer experience, reduces the cost of servicing a customer, and prevents customer attrition by predicting the appropriate interaction channel through analysis of different types of data and filtering of irrelevant data. The model includes a customer interaction data engine for transforming data into a proper format for storage, data warehouse for receiving data from a variety of sources, and a predictive engine for analyzing the data and building models.
-
Citations
19 Claims
-
1. A computer-implemented method for customer service comprising:
-
receiving problem data relating to a customer interaction arising from a purchase of a product or service; receiving product data relating to the product or service purchased by a customer during the customer interaction; receiving information about the customer that purchased the product or service; transforming the problem data, product data, and the information about the customer into data; determining, using a computing platform comprising at least one processor, contributing variables using the data, wherein the determining comprises computing contributing variables according to whether the variable is for a numerical or categorical prediction; and building a plurality of predictive models using the contributing variables. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17)
-
-
18. A computer system for customer service comprising:
-
a memory which stores instructions; one or more processors coupled to the memory wherein the one or more processors are configured to; receive problem data relating to a customer interaction arising from a purchase of a product or service; receive product data relating to the product or service purchased by a customer during the customer interaction; receive information about the customer that purchased the product or service; transform the problem data, product data, and the information about the customer into data; determine contributing variables using the data, wherein the determining comprises computing contributing variables according to whether the variable is for a numerical or categorical prediction; and build a plurality of predictive models using the contributing variables.
-
-
19. A computer program product embodied in a non-transitory computer readable medium for design analysis comprising:
-
code for receiving problem data relating to a customer interaction arising from a purchase of a product or service; code for receiving product data relating to the product or service purchased by a customer during the customer interaction; code for receiving information about the customer that purchased the product or service; code for transforming the problem data, product data, and the information about the customer into data; code for determining, using a computing platform comprising at least one processor, contributing variables using the data, wherein the determining comprises computing contributing variables according to whether the variable is for a numerical or categorical prediction; and code for building a plurality of predictive models using the contributing variables.
-
Specification