Patent ID: 9536248
Date: 2017-01-03
CPC Classifications: G06N,G06Q

Claim:
1. A computer-implemented method for assigning an interaction channel to a customer comprising: receiving problem data relating to a customer interaction arising from a purchase of a product or service; receiving product data relating to the product or service purchased by a customer during the customer interaction; receiving information about the customer that purchased the product or service; transforming the problem data, product data, and the information about the customer into data; determining, using a computing platform comprising at least one processor, contributing variables using the data, wherein the determining comprises computing contributing variables according to whether the variable is for a numerical or categorical prediction; building a plurality of predictive models using the contributing variables, wherein any of the plurality of predictive models is configured to predict any of: selecting and assigning an interaction channel to the customer from among a plurality of interaction channels based upon any of the plurality of predictive models.