Category: (2) TAM Application Type
Application Identifier: 5.5.13
Maturity Level: 4
Customer Context Map Building ("Interpret") provides the functionality to accumulate customer context in the systemic memory based on “observations” made on the customer through processing the data collected from customer experience monitoring and historical analysis. The context could include items such as customer transactions, interactions which are both implicit & explicit. For example. when a customer pays his/her bill the context map is updated in real time to reflect the payment pattern and keep it up-to-date. Context map can be used by decision engines to drive appropriate treatment for customers based on recent behavior. For example a “late payer” or “chronic caller” may be treated differently from a normal payer or an occasional caller.
Customer Context Map Building includes:
· Processing of the ingested events/data to interpret new updates (transactions, unbilled charges, self service activity) into customer context
· Executing inherent rules to arrive at new observations about the customer context (ex. Last Month Bill > Current Month Bill)
· Defining new concepts, observations and operational rules by the business user/analyst (ex., unique definition of a chronic caller, or improving payer)
· Probabilistic determination of likely ‘motivation’ to call based on many observations (ex. dispute a bill vs. pay the bill)
· Exposing context map to external systems such as call center or self-service touch point
This was created from the Frameworx 16.0 Model