Patent ID: 9092801
Filing Date: 2015-07-28
Classification: G06N,G06Q,H04L

Abstract:
1. A computer implemented method for customer journey resolution and prediction, comprising: a processor interacting with users across multiple channels, either sequentially or simultaneously, and fetching data related to services capable of being offered to said users; mapping with a processor to one or more predetermined customer journeys, said mapping applying both of user profiles depicting demographics to which the user belongs, a location of the user, services used by the user in the past, and services the user is currently using, and a catalog of available and possible customer journeys corresponding to each user and/or user segment or type, wherein a customer journey includes one or more goals and an action plan related to customer engagement with a brand; and offering services and resolutions via an execution channel to the user based on a determined customer journey, user intent, and user models for characterizing or predicting user behavior across multiple channels.