Patent Document ID: 20090222313
Application ID: 12392058
Patent Status: 0

Claim One:
1. An apparatus for generating a prediction of customer behavior, comprising: a customer interaction data engine for transforming data received from a plurality of sources into a format acceptable for storage, said data comprising data relating to a customer interaction arising from a purchase of a product or service, data relating to a product or service purchased by a customer, data about a plurality of customers, and data about a plurality of agents; a data warehouse coupled to said customer interaction data engine, said data warehouse for storing said transformed data; a predictive engine coupled to said data warehouse, said predictive engine for receiving said data from said data warehouse, for compiling said data by determining which variables are contributing variables, and for using said contributing variables to generate predictive models, said predictive engine identifying trends in customer behavior as a function of a product or service purchased by customers, time that has elapsed from a time said product or service was purchased, customer location, a problem associated with said product or service, and customer impact associated with said problem associated with said product or service.