International Business Machines Corporation
PREDICTING CUSTOMER INTERACTION OUTCOMES

Abstract:

Predictive analysis of customer relationship management elements by receiving service feature data associated with past services, receiving customer feature data, including customer interaction outcome data, for a set of customers associated with the past service, training a machine learning model according to the received feature data and customer feature data, and providing the trained machine learning model to a user, the model configured for predicting a future customer interaction outcome probability according to service feature data associated with a current service, and customer feature data associated with customers of the current service.