Dynamic Persona Routing for Customer Interaction Channels
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Solution Overview
Problem
Current customer profiling methods fail to accurately reflect behavioral similarity and goals among customers, leading to inadequate personalized treatment across various interaction channels.
Innovation Solution
A computer-implemented method and apparatus that predicts customer personas based on behavioral traits, allowing for personalized interaction experiences by selecting appropriate customer classification frameworks and routing interactions to suitable channels and agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If customers are profiled based on commonality in attributes, then customer segmentation is achieved, but behavioral similarity and goals among customers are not accurately reflected
Solution Approach 1:
The patent changes the parameters for customer classification from static attributes (demographics, purchase history) to dynamic behavioral traits (communication style, interaction patterns, decision-making behavior). This transformation enables more accurate prediction of customer intentions and goals, allowing the system to adapt to individual customer behaviors rather than relying on fixed profiles.
Solution Approach 2:
The system transitions from static customer profiling to dynamic persona-based classification. Personas capture evolving behavioral patterns and goals, allowing the system to adapt to changing customer needs in real-time. This dynamic approach enables continuous refinement of customer understanding based on observed behavior rather than relying on predetermined attributes.
2Adaptability or versatility
If multiple customer classification frameworks are used, then comprehensive customer analysis is enabled, but system complexity increases
Solution Approach 1:
The patent segments the customer classification task into multiple independent frameworks, each suited for specific business objectives or customer segments. Instead of managing one complex monolithic system, the framework is divided into manageable modules that can be selected and combined based on specific needs, reducing overall system complexity while maintaining versatility.
Solution Approach 2:
The system creates a universal framework selection mechanism that can accommodate multiple customer classification frameworks for different purposes (sales, support, marketing). This multi-functional approach allows a single system to serve multiple business objectives by selecting appropriate frameworks, avoiding the need for separate systems for each function.
3Reliability
If personalized interaction experiences are provided, then customer service quality improves, but interaction routing complexity increases
Solution Approach 1:
The patent introduces an intermediary routing mechanism that acts as a mediator between customer interactions and the appropriate channels or agents. This intermediary layer uses persona predictions to automatically route interactions, handling the complexity of personalization routing centrally rather than distributing it throughout the system, thereby improving service quality while managing routing complexity through a dedicated coordination layer.
Data Source
AI summary
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.