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Next best action method and system

  • US RE47,652 E1
  • Filed: 01/31/2017
  • Issued: 10/15/2019
  • Est. Priority Date: 07/26/2013
  • Status: Active Grant
First Claim
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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.

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