Predictive Communication System

Abstract

The method includes receiving a communication from a customer; identifying a customer profile associated with the customer; accessing account activity data associated with the customer profile; analyzing the account activity data; and/or determining an intent prediction associated with the communication based on the analyzing the account activity data, wherein the intent prediction comprises a predicted reason for the communication.

What is claimed is: 
     
         1 . A method, comprising:
 receiving, by a processor, a communication from a customer;   identifying, by the processor, a customer profile associated with the customer;   accessing, by the processor, account activity data associated with the customer profile;   analyzing, by the processor, the account activity data; and   determining, by the processor, an intent prediction associated with the communication based on the analyzing the account activity data, wherein the intent prediction comprises a predicted reason for the communication.   
     
     
         2 . The method of  claim 1 , further comprising:
 presenting, by the processor, the intent prediction to the customer; and   receiving, by the processor, an accuracy response from the customer in response to the presenting the intent prediction.   
     
     
         3 . The method of  claim 2 , further comprising routing, by the processor, the communication to a service system based on the intent prediction. 
     
     
         4 . The method of  claim 3 , further comprising:
 detecting, by the processor, completion of an action;   determining, by the processor, a recommended action based on the analyzing the account activity data; and   presenting, by the processor, the recommended action to the customer after the detecting the completion of the action.   
     
     
         5 . The method of  claim 1 , wherein the determining the intent prediction of the customer comprises:
 ranking, by the processor, a plurality of intent insights comprised in the account activity data, producing a ranking of the plurality of intent insights; and   determining, by the processor, the intent prediction by identifying, by the processor, a highest ranking intent insight of the plurality of intent insights.   
     
     
         6 . The method of  claim 5 , wherein the determining the intent prediction further comprises:
 determining, by the processor, a priority insight of the plurality of intent insights; and   adjusting, by the processor, the ranking of the plurality of intent insights based on a priority insight such that the priority insight is the highest ranking intent insight of the plurality of intent insights.   
     
     
         7 . The method of  claim 5 , wherein the ranking the plurality of intent insights comprises ranking the plurality of intent insights in chronological order, wherein a most recent intent insight comprises a highest rank. 
     
     
         8 . The method of  claim 3 , further comprising transmitting, by the processor, a context message to an operator of the service system receiving the communication in the response to the routing. 
     
     
         9 . An article of manufacture including a non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a processor of a processing machine, cause the processor to perform operations comprising:
 receiving, by the processor, a communication from a customer;   identifying, by the processor, a customer profile associated with the customer;   accessing, by the processor, account activity data associated with the customer profile;   analyzing, by the processor, the account activity data; and   determining, by the processor, an intent prediction associated with the communication based on the analyzing the account activity data, wherein the intent prediction comprises a predicted reason for the communication.   
     
     
         10 . The article of  claim 9 , wherein the operations further comprise:
 presenting, by the processor, the intent prediction to the customer; and   receiving, by the processor, an accuracy response from the customer in response to the presenting the intent prediction.   
     
     
         11 . The article of  claim 10 , wherein the operations further comprise routing, by the processor, the communication to a service system based on the intent prediction. 
     
     
         12 . The article of  claim 11 , wherein the operations further comprise:
 detecting, by the processor, completion of an action;   determining, by the processor, a recommended action based on the analyzing the account activity data; and   presenting, by the processor, the recommended action to the customer after the detecting the completion of the action.   
     
     
         13 . The article of  claim 9 , wherein the determining the intent prediction of the customer comprises:
 ranking, by the processor, a plurality of intent insights comprised in the account activity data, producing a ranking of the plurality of intent insights; and   determining, by the processor, the intent prediction by identifying, by the processor, a highest ranking intent insight of the plurality of intent insights.   
     
     
         14 . The article of  claim 13 , wherein the determining the intent prediction further comprises:
 determining, by the processor, a priority insight of the plurality of intent insights; and   adjusting, by the processor, the ranking of the plurality of intent insights based on a priority insight such that the priority insight is the highest ranking intent insight of the plurality of intent insights.   
     
     
         15 . The article of  claim 13 , wherein the ranking the plurality of intent insights comprises ranking the plurality of intent insights in chronological order, wherein a most recent intent insight comprises a highest rank. 
     
     
         16 . The article of  claim 11 , wherein the operations further comprise transmitting, by the processor, a context message to an operator of the service system receiving the communication in the response to the routing. 
     
     
         17 . A system comprising:
 a processor of a processing machine,   a tangible, non-transitory memory configured to communicate with the processor,   the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
 receiving, by the processor, a communication from a customer; 
 identifying, by the processor, a customer profile associated with the customer; 
 accessing, by the processor, account activity data associated with the customer profile; 
 analyzing, by the processor, the account activity data; and 
 determining, by the processor, an intent prediction associated with the communication based on the analyzing the account activity data, wherein the intent prediction comprises a predicted reason for the communication. 
   
     
     
         18 . The system of  claim 17 , wherein the operations further comprise:
 presenting, by the processor, the intent prediction to the customer; and   receiving, by the processor, an accuracy response from the customer in response to the presenting the intent prediction.   
     
     
         19 . The system of  claim 18 , wherein the operations further comprise routing, by the processor, the communication to a service system based on the intent prediction. 
     
     
         20 . The system of  claim 17 , wherein the determining the intent prediction of the customer comprises:
 ranking, by the processor, a plurality of intent insights comprised in the account activity data, producing a ranking of the plurality of intent insights; and   determining, by the processor, the intent prediction by identifying, by the processor, a highest ranking intent insight of the plurality of intent insights.