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Customer Journey Prediction and Resolution

  • US 20160071126A1
  • Filed: 11/18/2015
  • Published: 03/10/2016
  • Est. Priority Date: 09/23/2011
  • Status: Active Grant
First Claim
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1. A computer-implemented method of user journey prediction and guidance, comprising:

  • receiving, by a processor, input data from a user related to a specific service;

    predicting, by the processor, a journey to be taken by the user to obtain the specific service based on the input data;

    guiding, by the processor, the user through the journey using one or more online channels;

    tracking, by the processor, one or more actions performed by the user in response to the guidance;

    predicting, by the processor, an updated journey based on the one or more actions performed by the user; and

    guiding, by the processor, the user through the updated journey using the one or more online channels.

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