METHOD FOR PERSONALIZING CUSTOMER INTERACTION EXPERIENCES BY ROUTING TO CUSTOMER INTERACTION CHANNELS
A computer-implemented method and an apparatus for personalizing customer interaction experiences receives an input corresponding to at least one of a business objective and a customer interaction channel. A customer classification framework is selected based on the input. The customer classificatio...
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| creator | Singh, Bhupinder Sri, R. Mathangi |
| description | A computer-implemented method and an apparatus for personalizing customer interaction experiences receives an input corresponding to at least one of a business objective and a customer interaction channel. A customer classification framework is selected based on the input. The customer classification framework is associated with a plurality of persona types, where each persona type is associated with a set of behavioral traits. A persona type for a customer is predicted from among the plurality of persona types during an interaction on the customer interaction channel. A propensity of the customer to perform at least one action is predicted based on the persona type. A provisioning of personalized interaction experience to the customer is facilitated based on the predicted propensity of the customer to perform the at least one action. |
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| subjects | CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR |
| title | METHOD FOR PERSONALIZING CUSTOMER INTERACTION EXPERIENCES BY ROUTING TO CUSTOMER INTERACTION CHANNELS |
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