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

页码：278 / 290

页数：13

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