Next best action method and system
First Claim
Patent Images
1. A Next Best Action (NBA) management system comprising:
- a channel to couple a call agent to the NBA management system; and
a memory coupled to a processor, the memory comprising;
a NBA data mart that stores data about users, offers, business rules and customer analytics that are used by the NBA management system to calculate offers, wherein the data is extracted from external sources and transformed into flattened data structures in the data mart including tables used to read information when making an offer decision, the data mart further comprising;
a staging area that collects the data from source systems;
a batch area to perform extract, transform and load (ETL) processes on the data and to elaborate add calculations to the data structures within the batch area including an analytic Customer Analytic Record (CAR) table that comprises one single record per customer; and
a real-time area where applications read and store calculated decisions, the real-time area comprising a plurality of data structures including a decision CAR table that comprises one or more columns of key performance indicators (KPIs) including Usage oriented KPIs and Sales oriented KPIs, wherein data within the decision CAR table comprises field data mapped from the analytic CAR table of the batch area;
a treatment eligibility component executable by the processor to;
determine based on the Usage oriented KPIs, the Sales oriented KPIs or both, a customer treatment including development treatment, retention treatment, education treatment, next best offer, or some a combination thereof, and communicate the customer treatment to a call agent via the channel and an end user application, the end user application comprising a user interface, during a customer call with the call agent;
an offer prioritization component executable by the processor to;
identify a priority score for an at least one individual offer by multiplying a probability of a positive response to the at least one individual offer by one or more values, wherein the processor calculates the probability of a positive response using an adaptive models to calculate a propensity model for each offer for each customer and the one or more values multiplied by the probability of a positive response includes one or more of;
a value based on a projected financial value of an acceptance of the at least one individual offer by the customer;
a customer strategy weight based on a selected strategy for the customer for the at least one individual offer;
an offer weight used to up-weight or down-weight the at least one individual offers offer based on relevance of an the at least one individual offer to the customer, anda context weight used to up-weight the at least one individual offer based on information obtained during the customer call; and
communicate the priority score for the at least one individual offer to the call agent via the channel and the end user application;
and an agent Performance component executable by the processor to;
receive, into the memory, performance results for the call agent used to calculate the Usage oriented KPIs and the Sales oriented KPIs; and
calculate an Inbound Campaign Agent Performance Index (ICAPI) for each call agent using the Usage oriented KPIs and the Sales oriented KPIs by adding a weighted portion of the Usage oriented KPIs and the Sales oriented KPIs;
the end user application comprising the user interface executable by the processor to;
display for each call agent the ICAPI as a progression bar on the user interface; and
display to the call agent during the customer call, a customer response selection indicator where a selectable customer preference for an at least one individual offer includes choices of accept, decline, and the hold the at least one individual offer for the customer'"'"'s consideration, wherein the customer response selection indicator is selectable by clicking on the user interface presented to the call agent.
0 Assignments
0 Petitions
Accused Products
Abstract
The Next Best Action (NBA) management system and method is a real time decision solution usable in multiple industries, including Telco industry. The NBA system identify offers for call agents to pitch to customers, calculate and allow call center organizations and agents to view performance analytics, including an Inbound Campaign Agent Performance Index (ICAPI) for each agent. The NBA system uses usage oriented key performance indicators (KPIs) and sales oriented KPIs to add a weighted portion of the usage oriented KPIs and the sales oriented KPIs to calculate the ICAPI for each agent.
-
Citations
21 Claims
-
1. A Next Best Action (NBA) management system comprising:
-
a channel to couple a call agent to the NBA management system; and a memory coupled to a processor, the memory comprising; a NBA data mart that stores data about users, offers, business rules and customer analytics that are used by the NBA management system to calculate offers, wherein the data is extracted from external sources and transformed into flattened data structures in the data mart including tables used to read information when making an offer decision, the data mart further comprising; a staging area that collects the data from source systems; a batch area to perform extract, transform and load (ETL) processes on the data and to elaborate add calculations to the data structures within the batch area including an analytic Customer Analytic Record (CAR) table that comprises one single record per customer; and a real-time area where applications read and store calculated decisions, the real-time area comprising a plurality of data structures including a decision CAR table that comprises one or more columns of key performance indicators (KPIs) including Usage oriented KPIs and Sales oriented KPIs, wherein data within the decision CAR table comprises field data mapped from the analytic CAR table of the batch area; a treatment eligibility component executable by the processor to; determine based on the Usage oriented KPIs, the Sales oriented KPIs or both, a customer treatment including development treatment, retention treatment, education treatment, next best offer, or some a combination thereof, and communicate the customer treatment to a call agent via the channel and an end user application, the end user application comprising a user interface, during a customer call with the call agent; an offer prioritization component executable by the processor to; identify a priority score for an at least one individual offer by multiplying a probability of a positive response to the at least one individual offer by one or more values, wherein the processor calculates the probability of a positive response using an adaptive models to calculate a propensity model for each offer for each customer and the one or more values multiplied by the probability of a positive response includes one or more of; a value based on a projected financial value of an acceptance of the at least one individual offer by the customer; a customer strategy weight based on a selected strategy for the customer for the at least one individual offer; an offer weight used to up-weight or down-weight the at least one individual offers offer based on relevance of an the at least one individual offer to the customer, and a context weight used to up-weight the at least one individual offer based on information obtained during the customer call; and communicate the priority score for the at least one individual offer to the call agent via the channel and the end user application;
andan agent Performance component executable by the processor to; receive, into the memory, performance results for the call agent used to calculate the Usage oriented KPIs and the Sales oriented KPIs; and calculate an Inbound Campaign Agent Performance Index (ICAPI) for each call agent using the Usage oriented KPIs and the Sales oriented KPIs by adding a weighted portion of the Usage oriented KPIs and the Sales oriented KPIs; the end user application comprising the user interface executable by the processor to; display for each call agent the ICAPI as a progression bar on the user interface; and display to the call agent during the customer call, a customer response selection indicator where a selectable customer preference for an at least one individual offer includes choices of accept, decline, and the hold the at least one individual offer for the customer'"'"'s consideration, wherein the customer response selection indicator is selectable by clicking on the user interface presented to the call agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
-
-
11. A Next Best Action (NBA) management method comprising:
-
storing data in a NBA data mart coupled to a processor and a channel, the data including information about users, offers, business rules and customer analytics that are used by the NBA management system to calculate offers, wherein the data is extracted from external sources and transformed into flattened data structures in the data mart including tables used to read information when making an offer decision, and wherein; a staging area of the data mart collects the data from source systems; a batch area in the data mart performs extract, transform and load (ETL) processes on the data and elaborates adds calculations to the data structures within the batch area including an analytic Customer Analytic Record (CAR) table that comprises one single record per customer; and applications read and store calculated decisions in a real-time area of the data mart, the real-time area comprising a plurality of data structures including a decision CAR table that comprises one or more columns of key performance indicators (KPIs) including Usage oriented KPIs and Sales oriented KPIs, wherein data within the decision CAR table comprises field data mapped from the analytic CAR table of the batch area; determining by the processor executing a treatment eligibility component, based on the usage oriented KPIs, the sales oriented KPIs or both, a customer treatment including development treatment, retention treatment, education treatment, next best offer, or some combination thereof, and communicating the customer treatment to a call agent via the channel and an end user application, the end user application comprising a user interface executable on the processor, during a customer call; identifying by the processor executing an offer prioritization component, a priority score for an at least one individual offer by multiplying a probability of a positive response to the at least one individual offer by one or more values, wherein the processor calculates the probability of a positive response using adaptive models to calculate a propensity for each offer for each customer and the one or more values multiplied by the probability of a positive response includes one or more of; a value based on a projected financial value of an acceptance of the at least one individual offer by the customer; a customer strategy weight based on a selected strategy for the customer for the at least one individual offer; an offer weight used to up-weight or down-weight the at least one individual offers offer based on relevance of an the at least one individual offer to a customer; and a context weight used to up-weight the at least one individual offer based on information obtained during a customer call; communicating the priority score for the at least one individual offer to the call agent via the channel and the end user application; receiving, into the memory, by the processor executing an agent performance component, performance results for the call agent used to calculate the Usage oriented KPIs and the Sales oriented KPIs; calculating an Inbound Campaign Agent Performance Index (ICAPI) for each call agent using the Usage oriented KPIs and the Sales oriented KPIs by adding a weighted portion of the Usage oriented KPIs and the Sales oriented KPIs; displaying, using the user interface, for each call agent the ICAPI as a progression bar on the user interface, the ICAPI communicated to the call agent via the channel; and displaying to the call agent during the customer call, a customer response selection indicator where a selectable customer preference for an offer includes choices of accept, decline, and the hold the offer for the customer'"'"'s consideration, wherein the customer response selection indicator is selectable by clicking on the user interface presented to the call agent. - View Dependent Claims (12, 13, 14)
-
-
15. A Next Best Action (NBA) management product comprising:
a non-transitory computer readable medium with processor executable instructions stored thereon, wherein the instructions when executed by a processor cause the processor to; store data in a NBA data mart coupled to a processor and a channel, the data including information about users, offers, business rules and customer analytics that are used by the NBA management system to calculate offers, wherein the data is extracted from external sources and transformed into flattened data structures in the data mart including tables used to read information when making an offer decision, and wherein; a staging area of the data mart collects the data from source systems; a batch area in the data mart performs extract, transform and load (ETL) processes on the data and elaborates adds calculations to the data structures within the batch area including an analytic Customer Analytic Record (CAR) table that comprises one single record per customer; and applications read and store calculated decisions in a real-time area of the data mart, the real-time area comprising a plurality of data structures including a decision CAR table that comprises one or more columns of key performance indicators (KPIs) including Usage oriented KPIs and Sales oriented KPIs, wherein data within the decision CAR table comprises field data mapped from the analytic CAR table of the batch area; determine, based on the Usage oriented KPIs, the Sales oriented KPIs or both, a customer treatment including development treatment, retention treatment, education treatment, next best offer, or some a combination thereof, and communicate the customer treatment to a call agent via the channel and an end user application, the end user application comprising a user interface executable on the processor, during a customer call; identify a priority score for an at least one individual offer by multiplying a probability of a positive response to the at least one individual offer by one or more values, wherein the processor calculates the probability of a positive response using an adaptive models to calculate a propensity model for each offer for each customer and the one or more values multiplied by the probability of a positive response includes one or more of; a value based on a projected financial value of an acceptance of the at least one individual offer by the customer; a customer strategy weight based on a selected strategy for the customer for the at least one individual offer; an offer weight used to up-weight or down-weight the at least one individual offers offer based on relevance of an the at least one individual offer to a customer; and a context weight used to up-weight the individual offer based on information obtained during a customer call; communicate the priority score for the at least one individual offer to the call agent via the channel and the end user application; receive, into the memory, performance results for the call agent used to calculate the Usage oriented KPIs and the Sales oriented KPIs; calculate an Inbound Campaign Agent Performance Index (ICAPI) for each call agent using the Usage oriented KPIs and the Sales oriented KPIs by adding a weighted portion of the Usage oriented KPIs and the Sales oriented KPIs; display, using the user interface, for each call agent the ICAPI as a progression bar on the user interface, the ICAPI communicated to the call agent via the channel; and display to the call agent during a customer call a customer response selection indicator where a selectable customer preference for an offer includes choices of accept, decline, and the hold the offer for a customer'"'"'s consideration, wherein the customer response selection indicator is selectable by clicking on the user interface presented to the call agent. - View Dependent Claims (16, 17, 18, 19, 20, 21)
Specification