Patent ID: 11900424
Assignee: SALESFORCE, INC.
Field: IT methods for management (Electrical engineering)
Classification: CPC G | IPC G

Claim 9:
10. A system comprising:
a memory storage device configured to store customer data corresponding to a first customer of a plurality of customers and a plurality of historic customer interaction points;
one or more processors implementing a contextual multi-armed bandit model configured to:
identify, using a first model, a first customer behavior based on two or more customer interaction points of the plurality of historic customer interaction points;
identify, using the first model, a goal of the first customer based on the first customer behavior, the goal based on a second customer behavior of a second customer of the plurality of customers;
determine, through use of a multi-armed bandit model and using the first model, a plurality of customer propensities that the first customer will meet each of a plurality of objectives based on the goal;
assign, using the first model, a policy from a plurality of policies to the first customer based on scoring each of the plurality of objectives from the plurality of customer propensities, the policy based on a mapping between the customer data and one or more actions of a plurality of actions associated with the policy;
output to the first customer, using a second model, a recommended next action from the plurality of actions associated with the assigned policy;
receive a new customer interaction point from the first customer responsive to the recommended next action; and
iterating the contextual multi-armed bandit model to recommend a new recommended next action as customer data is updated.