Customer journey prediction and resolution

• US 9,443,252 B2
• Filed: 09/18/2014
• Issued: 09/13/2016
• 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.
• Primary Examiner(s): Wong, Lut
• Application Number:
  US14/490,602
• Publication Number:
  US 20150081597A1
• Time in Patent Office: 726 Days
• Field of Search: 706/21
• 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 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 customer journeys for said user;

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;

wherein a customer journey includes one or more goals and an action plan related to customer engagement with a brand;

said processor allocating a unique id corresponding to said user;

said processor checking if said user is accessing any other services and/or channels;

said processor using said unique id to check and identify services and/or channels to which the user subscribes;

said processor checking if said unique id is used in any other services and/or channels;

wherein if said user is accessing multiple services and/or channels, said processor linking all of said identified services and/or channels;

based on the identified services, said processor offering services to the user.

2. The method of claim 1, further comprising:

tracking user interactions and behavior across services and channels being accessed by said user;

wherein if said user is not accessing any other services, said user is provided with services related to a requested service.

3. The method of claim 1, further comprising:

continuously monitoring said user actions;

when said user tries to obtain information about any particular service, said processor predicting the user'"'"'s journey; and

predicting a request from the user for a particular service from the predicted user journey.

4. The method of claim 1, further comprising:

said processor searching in a user database to obtain details of the user;

wherein said user data comprises a user prediction model corresponding to said user;

using data in said user profile to analyze and/or map onto a set of customer journeys related to said user.

5. The method of claim 4, further comprising:

said processor checking if a user profile corresponding to said user exists or not;

if a user profile corresponding to said particular user does not exist, said processor creating a user profile corresponding to said user and storing said user profile in a user resource database;

if a user profile corresponding to said user already exists, said processor analyzing said user profile to get information regarding services for which said user has already made a request.

6. The method of claim 1, further comprising:

analyzing status of services subscribed to by said user;

checking if any data related to customer journeys undertaken by said user exists;

wherein said data related to customer journeys for said user is stored as a customer journey profile corresponding to said user;

wherein said data related to customer journeys for said user refers to any customer journeys and related services subscribed to by said user;

if a customer journey profile does not exist for said user, said processor creating a new customer journey profile for said user;

if a customer journey profile exists for said user, said processor analyzing data related to a predicted customer journey.

7. The method of claim 6, said analyzing data related to said predicted customer journey further comprising:

mapping any of available and possible customer journeys; and

based on the analysis, said processor predicting services suitable for said user;

wherein factors that determine suitability for said user comprise any of user identity, multi-channel state data, behavior data, and other data to predict services that match said user.

8. The method of claim 7, said predicting services suitable for said user further comprising:

matching available/possible customer journeys to user behavior and related data;

presenting various steps involved in selected services to said user;

wherein for each step, said user must reply/react with proper inputs;

obtaining said user inputs; and

processing said user inputs to produce outputs of services that are delivered to the user through an execution channel.

9. The method of claim 7, said execution channel comprising any of a mobile platform, Web platform, and communication tools comprising any of chat/email/SMS, Interactive Voice Response (IVR), and social media.

10. The method of claim 8, said output delivered to the user comprising any of a warning, a status of service, and service related information.