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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.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing