Machine-learning system for incoming call driver prediction

1. A non-transitory computer-readable medium storing computer readable instructions, which when executed by at least one processor of a system, in response to receiving user input, cause the system to perform,

selecting a customer of a company;

constructing a digital footprint of the selected customer by obtaining a plurality of digital breadcrumbs based on user data of the customer, the user data of the customer being stored in a first database and the plurality of digital breadcrumbs being stored in a second database, different from the first database, in such a manner that the digital breadcrumbs are mapped to the customer;

inputting the digital footprint to an artificial intelligence (AI) engine;

obtaining one or more probability values from the AI engine based on the input digital footprint;

selecting a call driver, from among a plurality of call drivers, as a predicted call driver; and

providing the predicted call driver to a call center associated with the company.

2. The non-transitory computer readable medium of claim 1 wherein the system is further caused to perform:

detecting a call received at the call center from a customer,

wherein the selected customer is the customer from whom the call was received.

3. The non-transitory computer readable medium of claim 1 , wherein obtaining the plurality of digital breadcrumbs comprises:

retrieving the plurality of digital breadcrumbs from user data of the customer stored in the first database.

4. The non-transitory computer readable medium of claim 1 , wherein the AI engine includes at least one of a decision tree, a linear classifier, a neural network, and a time series classifier.

5. The non-transitory computer readable medium of claim 1 , wherein the one or more probability values correspond, respectively, to one or more call drivers from among the plurality of call drivers.

6. The non-transitory computer readable medium of claim 5 , wherein selecting a call driver as the predicted call driver includes selecting, as the predicted call driver, the call driver from among the one or more call drivers, that corresponds to a highest probability value from among the one or more probability values.

7. The non-transitory computer readable medium of claim 1 wherein the system is further caused to perform:

receiving an indication of a customer,

wherein the selected customer is the customer for whom the indication was received.

8. The non-transitory computer readable medium of claim 1 , wherein the second database is a digital footprint database.

9. The non-transitory computer readable medium of claim 1 , wherein the first database is an enterprise data warehouse.