Publikation
Identification of Distinct Usage Patterns and Prediction of Customer Behavior
Sharam Dadashnia; Tim Niesen; Philip Hake; Peter Fettke; Nijat Mehdiyev; Joerg Evermann
In: Sixth International Business Process Intelligence Challenge (BPIC’16). Business Process Intelligence Challenge (BPIC-2016), located at BPI / BPM 2016, September 19, Rio de Janeiro, Brazil, Springer, 2016.
Zusammenfassung
The given BPI Challenge 2016 provides a case study based on a reallife
event log. In this report, we analyze usage data from IT systems of the Dutch
employee insurance agency (UWV). The data comprises information about
customer demographics, click data describing their behavior when using the
agency's website, and data from customer service systems. We identify distinct
usage patterns, report on the change of those patterns over time as well as on
cause-effect analyses explaining when customers deviate from standard
procedures. Moreover, we present a prediction approach based on deep learning
algorithms that helps to determine future events for running customer sessions.
As a result, some recommendations for the UWV are derived in order to increase
the user experience and decrease expensive communication-channel transitions.