Customer Journey Prediction and Resolution

• US 20160071126A1
• Filed: 11/18/2015
• Published: 03/10/2016
• Est. Priority Date: 09/23/2011
• Status: Active Grant

• Current Assignee: [24]7.ai, Inc.
• Original Assignee: 24/7 Customer Incorporated
• Inventors: CHANG, Andrew, KANNAN, Pallipuram V.
• Granted Patent: US 10,755,293 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06N 5/02 Knowledge representation; Symbolic representation
• CPC Class Codes: G06N 5/04 Inference or reasoning models
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: G06Q 30/0255 based on user history
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/535 Tracking the activity of the user network monitoring arrangements H04L43/00; recording of computer activity G06F11/34

Abstract

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.

Claims

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.

2. The computer-implemented method of claim 1, further comprising:

identifying one or more services related to the specific service;

enhancing the journey to enable the user to also obtain the one or more services; and

guiding the user through the enhanced journey.

3. The computer-implemented method of claim 1, further comprising personalizing the specific service for the user based on the one or more actions performed by the user.

4. The computer-implemented method of claim 3, wherein the personalizing includes sending action information regarding the one or more actions performed by the user to a provider device of a provider of the specific service.

5. The computer-implemented method of claim 1, further comprising

sending to the user triggering information that encourages the user to obtain the specific service,

wherein in response to receiving the triggering information, the user provides the input data.

6. The computer-implemented method of claim 1, wherein the input data includes one or more of speech, touch, typing, and assisted inputs.

7. The computer-implemented method of claim 1, wherein guiding the user through the journey comprises:

creating a series of elements related to the journey, including one or more of visual, audio, and textual screens, offers, information pushes, action widgets, and computation or animation engines; and

presenting the series of elements to the user in an interactive manner.

8. The computer-implemented method of claim 7, wherein guiding the user through the updated journey includes adjusting the series of elements based on responses of the user to one or more of the series of elements.

9. The computer-implemented method of claim 7, further comprising allowing the user to search, filter, or select one or more of the series of elements.

10. The computer-implemented method of claim 1,

wherein the specific service is resolution of a technical issue, and

wherein the journey enables the user to self-diagnose or self-debug without assistance of a service provider.

11. A apparatus for user journey prediction and guidance, comprising:

at least one processor and at least one memory including computer program code, the at least one memory and the computer program code configured to cause the apparatus to perform a method, the method comprising;

receiving input data from a user device of a user related to a specific service;

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

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

tracking one or more steps performed by the user in response to the guidance;

predicting an updated journey based on the one or more steps performed by the user; and

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

12. The system of claim 11, the method further comprising:

identifying one or more services related to the specific service;

enhancing the journey to enable the user to also obtain the one or more services; and

guiding the user through the enhanced journey.

13. The system of claim 11, the method further comprising personalizing the specific service for the user based on the one or more steps performed by the user.

14. The system of claim 13, wherein the personalizing includes sending action information regarding the one or more actions taken by the user to a provider device of a provider of the specific service.

15. The system of claim 11, the method further comprising

sending to the user device triggering information that encourages the user to obtain the specific service,

wherein in response to receiving the triggering information, the user device sends the input data.

16. The system of claim 11, wherein the input data includes one or more of speech, touch, typing, and assisted inputs.

17. The system of claim 11, wherein guiding the user through the journey comprises:

creating a series of elements related to the journey, including one or more of visual, audio, and textual screens, offers, information pushes, action widgets, and computation or animation engines; and

presenting the series of elements to the user device.

18. The system of claim 17,

wherein the one or more steps performed by the user include one or more responses to one or more of the series of elements, and

wherein guiding the user through the updated journey includes adjusting the series of elements.

19. The system of claim 11,

wherein the specific service is resolution of a technical issue, and

wherein the journey enables the user to self-diagnose or self-debug without assistance of a service provider.

20. A non-transitory computer-readable storage medium having stored thereon instructions which when executed by one or more processors perform a method of user journey prediction and guidance, the method comprising:

receiving input data from a user related to a specific service;

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

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

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

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

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