Method, apparatus and non-transitory medium for customizing speed of interaction and servicing on one or more interactions channels based on intention classifiers

摘要

A computer-implemented method and apparatus for predicting customer intentions defines a plurality of categories for classifying customer interaction data. The plurality of categories includes at least one action category for classifying information related to customer actions on interaction channels. Data signals corresponding to a customer interaction on one or more interaction channels is received. The data signals include information related to at least one customer action. A sequence of values is generated for each customer action for classifying information related to the each customer action. A value is generated corresponding to each action category to configure the sequence of values. The sequence of values is associated with a fixed length equal to a number of action categories in the at least one action category. The fixed length of the sequence of values facilitates use of one or more intention classifiers to predict an intention of the customer.