Patent ID: 9129290
Filing Date: 2015-09-08
Classification: G06N,G06Q

Abstract:
1. An apparatus for generating a prediction of customer behavior and for selecting and assigning an interaction channel to said customer from among a plurality of interaction channels, comprising: a memory; a customer interaction data engine processor communicatively coupled to said memory and configured for executing in said memory: transforming data received from a plurality of sources into a format acceptable for storage, said data comprising problem dimension data relating to a customer interaction arising from an issue associated with a product or service, product dimension data relating to a product or service purchased by a customer, structured and unstructured customer dimension data about a plurality of customers, and structured and unstructured agent dimension data about a plurality of agents; a data warehouse coupled to said customer interaction data engine, said data warehouse configured for storing said transformed data; and a predictive engine coupled to said data warehouse and communicatively coupled to said memory, said predictive engine processor configured for executing in said memory: