NICE Ltd.
System and method for mapping a customer journey to a category

Abstract:

Systems and methods of mapping a customer journey in an interactive voice response (IVR) system to a contact reason from a contact reasons list: receive an IVR log comprising a plurality of customer journey entries, wherein each customer journey entry comprises a sequence of one or more menu identifiers; generate an embedding vector for each menu identifier; filter one or more menu identifiers from a menu identifier list, wherein the menu identifier list comprises all menu identifiers contained in the IVR log; cluster one or more remaining menu identifiers from the menu identifier list into one or more clusters, based on the embedding vector of each menu identifier; map each cluster to a contact reason; and create a rule that categorizes a newly received IVR sequence based on a cooccurrence of at least one menu identifier in the newly received IVR sequence and in a given cluster.