Customer Journey Design and Prediction

Description

Provides tools to design intended customer journeys across channels and AI touchpoints, and to predict likely next steps in real time using interaction history and ML models. Enables proactive routing and content decisions based on predicted customer intent.

Canonical use case

An insurance company predicts that a customer calling after receiving a renewal notice is likely considering cancellation, and pre-routes the call to a retention specialist with a personalised offer ready before the agent answers.