Escalation management and journey mining

Abstract

The journeys and/or timelines of multiple customers may be used in escalation management and/or journey mining. An event of interest, pertaining to an issue or an incident, on a timeline may be used in the escalation management and/or journey mining. Escalation management is directed to addressing and resolving incidents, problems, and customer situations which could result in a high level of customer dissatisfaction or damage to a service provider's reputation, using the appropriate response and/or resources. Journey mining is directed to using patterns across customers and their journeys to determine where things in the journey went differently than what was expected.

1 . A method of building a journey for journey mining, the method comprising:
 retrieving data of at least one event from a customer timeline;   obtaining information from the customer timeline;   generating one or more patterns from the customer timeline;   identifying at least one event of interest from the one or more patterns;   identifying one or more issues related to the event of interest;   building the journey using the retrieved data to determine an impact on other customers based on the one or more identified issues; and   analyzing the journey to determine whether one of either or both of the event or the identified issue happened differently than what was initially anticipated when contrasted with other previously analyzed journeys.   
     
     
         2 . The method of  claim 1 , further comprising determining a risk or an opportunity based on the journey. 
     
     
         3 . The method of  claim 2 , further comprising performing an escalation management analysis on the risk or the opportunity based on the journey. 
     
     
         4 . The method of  claim 1 , further comprising receiving the data from a computer-readable storage medium. 
     
     
         5 . The method of  claim 1 , wherein building the journey includes the interaction of a user with a graphical user interface in communication with a computer program. 
     
     
         6 . The method of  claim 1 , further comprising a user adding a new event to the customer timeline. 
     
     
         7 . The method of  claim 1 , wherein analyzing the journey includes mining the journey.