Customer journey management
First Claim
1. A method of using a predictive model to manage customer journeys, the method comprising using one or more processors in a computer server:
- receiving a predictive model for determining a dependent variable representing a customer journey score for a customer based on a combination of independent variables representing data relating to the customer;
receiving data defining a plurality of customer journeys, each customer journey comprising a succession of logged events representing a historical trail of previous actions performed by a particular customer in a computing system, each event corresponding to an interaction at an interaction point between a customer device and a server or other device;
at each of a plurality of interaction points of a particular customer in a customer journey;
retrieving from computer data storage a combination of independent variables representing objective and survey data relating to the customer;
using the predictive model to determine the dependent variable representing the customer journey score for the particular customer at the interaction point based on the combination of independent variables representing objective and survey data relating to the customer;
determining if the dependent variable representing the customer journey score is above a threshold; and
if the dependent variable representing the customer journey score is above the threshold, sending information to be displayed to the customer.
2 Assignments
0 Petitions
Accused Products
Abstract
Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.
33 Citations
27 Claims
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1. A method of using a predictive model to manage customer journeys, the method comprising using one or more processors in a computer server:
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receiving a predictive model for determining a dependent variable representing a customer journey score for a customer based on a combination of independent variables representing data relating to the customer; receiving data defining a plurality of customer journeys, each customer journey comprising a succession of logged events representing a historical trail of previous actions performed by a particular customer in a computing system, each event corresponding to an interaction at an interaction point between a customer device and a server or other device; at each of a plurality of interaction points of a particular customer in a customer journey; retrieving from computer data storage a combination of independent variables representing objective and survey data relating to the customer; using the predictive model to determine the dependent variable representing the customer journey score for the particular customer at the interaction point based on the combination of independent variables representing objective and survey data relating to the customer; determining if the dependent variable representing the customer journey score is above a threshold; and if the dependent variable representing the customer journey score is above the threshold, sending information to be displayed to the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19)
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20. A system for using a predictive model to manage customer journeys, the system comprising:
a computer server comprising one or more processors configured to; receive a predictive model for determining a dependent variable representing a customer journey score for a customer based on a combination of independent variables representing data relating to the customer, receive data defining a plurality of customer journeys, each customer journey comprising a succession of logged events representing a historical trail of previous actions performed by a particular customer in a computing system, each event corresponding to an interaction at an interaction point between a customer device and a server or other device, at each of a plurality of interaction points of a particular customer in a customer journey; retrieve from computer data storage a combination of independent variables representing objective and survey data relating to the customer, use the predictive model to determine the dependent variable representing the customer journey score for the particular customer at the interaction point based on the combination of independent variables representing objective and survey data relating to the customer, determine if the dependent variable representing the customer journey score is above a threshold, and if the dependent variable representing the customer journey score is above a threshold, send information to be displayed to the customer. - View Dependent Claims (21, 22, 23, 24, 25, 26, 27)
Specification