Customer Contact Journey Prediction

被引：1
作者：
Taylor, Paul N. [1 ]
机构：
[1] BT Res & Innovat, Ipswich, Suffolk, England
来源：
ARTIFICIAL INTELLIGENCE XXXIV, AI 2017 | 2017年 / 10630卷
关键词：
Customer journey; Prediction; Case study; Machine learning;
D O I：
10.1007/978-3-319-71078-5_24
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Complex businesses often have complex interactions with their customers. In this paper we describe the customer contact journey method of analysing these interactions. We introduce a predictive model created by BT that is able to predict with high accuracy the potential outcomes of customer journeys. A method to use a predictive model to streamline customer interactions using case management techniques and issues relating to the implementation of that model into production are discussed.
引用
收藏
页码：278 / 290
页数：13
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