Patent AU-2020289715-A1 (AU)
Title: Intelligent case management platform
Inventor: GUPTA ANSHUL
IPC: G06Q30/06
Filed: 2020-12-14
Abstract: A method, including: receiving, by a device, a customer query initiated with a user 
device associated with the customer, regarding a purchase, training, by the device, a case 
resolution artificial intelligence model, the case resolution artificial intelligence model 
classifying customer queries, performing a similarity match, and predicting whether queries 
can be automatically resolved, determining, by the device and using the case resolution 
artificial intelligence model, that the customer query cannot be automatically resolved, 
assigning, by the device, a customer identifier associated with the customer query based on 
the determination, obtaining, by the device, customer data associated with the customer 
identifier, wherein the customer data includes an indication of a recency of a past purchase 
by a customer associated with the customer identifier, a frequency of past purchases by the 
customer, and/or a monetary value associated with the past purchases by the customer, 
obtaining, by the device, aggregate customer data associated with a plurality of customer 
identifiers, wherein the aggregate customer data is associated with aggregate purchases by 
customers associated with the plurality of customer identifiers, determining, by the device, a 
first score for the customer based on comparing the customer data and the aggregate 
customer data, wherein the first score predicts a current measure of loyalty associated with 
the customer, predicting, by the device and using a first model, a predicted frequency of 
future purchases by the customer, wherein the predicted frequency of future purchases is 
used, in combination with an average expenditure value obtained by the device, to predict a 
predicted monetary value associated with the future purchases, determining, by the device, 
a second score for the customer based on the predicted frequency of future purchases, the 
predicted monetary value, and the first score, wherein the second score predicts a future 
measure of loyalty associated with the customer, comparing, by the device, the first score 
and the second score, determining, by the device, a risk level associated with the customer 
based on a result of comparing the first score and the second score, and causing, by the 
device, an action to be performed based on determining the risk level associated with the 
customer identifier, wherein the action includes causing a change in a configuration of 
another device associated with the customer, the change in the configuration including one 
or more of increasing or decreasing a quantity of services provided, or increasing or 
decreasing bandwidth, and wherein the action further includes obtaining a string of text
associated with the customer query, determining, using a second model, a customer 
sentiment based on the string of text, wherein the customer sentiment includes a real-time 
indication of whether the customer is satisfied, dissatisfied, or neutral, and presenting the 
customer with an offer based on determining the customer sentiment.
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