Performing an action based on user interaction data
A device obtains historical interaction data concerning a plurality of user interactions, where a user interaction of the plurality of user interactions includes one or more touchpoint sets, obtains historical response data concerning a plurality of user responses, where a user response of the plurality of user responses corresponds to a user interaction, and processes the historical interaction data and the historical response data using a modelling pipeline to determine an association between user interaction score and a touchpoint set. The device determines information concerning a current user interaction, processes the information concerning the current user interaction using the modelling pipeline to determine a current user interaction score and ranking of one or more touchpoint sets of the current user interaction, and causes, based on the current user interaction score and the ranking of the one or more touchpoint sets, at least one action to be performed.
1. A method, comprising:
obtaining, by a device, historical interaction data concerning a plurality of user interactions;
obtaining, by the device, historical response data concerning a plurality of user responses associated with the plurality of user interactions;
determining, by the device, a respective user interaction score for each user interaction of the plurality of user interactions;
processing, by the device, the historical interaction data and the historical response data, using a pattern mining technique, to determine one or more touchpoint sets associated with the plurality of user interactions;
processing, by the device, the historical interaction data and the historical response data, using at least one of a recursive feature elimination technique or a gradient boosting technique, to generate a machine learning model,
the machine learning model being trained to determine associations between the respective user interaction scores and the one or more touchpoint sets, and
the machine learning model being trained to determine to what degree the one or more touchpoint sets affect the respective user interaction scores;
processing, by the device, information concerning a current user interaction using the machine learning model to determine a particular touchpoint set of a plurality of touchpoint sets associated with the current user interaction;
ranking, by the device, the plurality of touchpoint sets associated with the current user interaction based on respective estimated user interaction scores associated with each touchpoint set, of the plurality of touchpoint sets associated with the current user interaction;
identifying, by the device, using the machine learning model, and based on the ranking, the particular touchpoint set, when the particular touchpoint set is associated with a respective estimated user interaction score, of the respective estimated user interaction scores, that is greater than a user interaction score associated with the current user interaction; and
performing, by the device, one or more actions based on the particular touchpoint set.
2. The method of claim 1 , wherein the plurality of user interactions are between users and an application, and the plurality of user responses include information indicating sentiment associated with the plurality of user interactions.
3. The method of claim 1 , wherein the respective user interaction scores indicate a degree to which a corresponding user interaction was positive or negative.
4. The method of claim 1 , wherein each of the one or more touchpoint sets corresponds to a characteristic of the plurality of user interactions.
5. The method of claim 1 , wherein the one or more actions are specific to a type, of a plurality of types, associated with the current user interaction.
6. The method of claim 1 , wherein performing the one or more actions comprises:
retraining the machine learning model based on a result associated with the particular touchpoint set.
7. A device, comprising:
one or more memories; and
one or more processors, communicatively coupled to the one or more memories, configured to:
obtain historical interaction data concerning a plurality of user interactions;
obtain historical response data concerning a plurality of user responses associated with the plurality of user interactions;
determine a respective user interaction score for each user interaction of the plurality of user interactions;
process the historical interaction data and the historical response data, using a pattern mining technique, to determine one or more touchpoint sets associated with the plurality of user interactions;
process the historical interaction data and the historical response data, using at least one of a recursive feature elimination technique or a gradient boosting technique, to generate a machine learning model,
the machine learning model being trained to determine associations between the respective user interaction scores and the one or more touchpoint sets, and
the machine learning model being trained to determine to what degree the one or more touchpoint sets affect the respective user interaction scores;
process information concerning a current user interaction using the machine learning model to determine a particular touchpoint set of a plurality of touchpoint sets associated with the current user interaction;
rank the plurality of touchpoint sets associated with the current user interaction based on respective estimated user interaction scores associated with each touchpoint set, of the plurality of touchpoint sets associated with the current user interaction;
identify, using the machine learning model and based on the ranking, the particular touchpoint set, when the particular touchpoint set is associated with a respective estimated user interaction score, of the respective estimated user interaction scores, that is greater than a user interaction score associated with the current user interaction; and
perform one or more actions based on the particular touchpoint set.
8. The device of claim 7 , wherein the plurality of user interactions are between users and an application, and the plurality of user responses include information indicating sentiment associated with the plurality of user interactions.
9. The device of claim 7 , wherein the respective user interaction scores indicate a degree to which a corresponding user interaction was positive or negative.
10. The device of claim 7 , wherein each of the one or more touchpoint sets corresponds to a characteristic of the plurality of user interactions.
11. The device of claim 7 , wherein the one or more actions are specific to a type, of a plurality of types, associated with the current user interaction.
12. The device of claim 7 , wherein the one or more processors, when performing the one or more actions, are configured to:
retrain the machine learning model based on a result associated with the particular touchpoint set.
13. A non-transitory computer-readable medium storing a set of instructions, the set of instructions comprising:
one or more instructions that, when executed by one or more processors of a device, cause the device to:
obtain historical interaction data concerning a plurality of user interactions;
obtain historical response data concerning a plurality of user responses associated with the plurality of user interactions;
determine a respective user interaction score for each user interaction of the plurality of user interactions;
process the historical interaction data and the historical response data, using a pattern mining technique, to determine one or more touchpoint sets associated with the plurality of user interactions;
process the historical interaction data and the historical response data, using at least one of a recursive feature elimination technique or a gradient boosting technique, to generate a machine learning model,
the machine learning model being trained to determine associations between the respective user interaction scores and the one or more touchpoint sets, and
the machine learning model being trained to determine to what degree the one or more touchpoint sets affect the respective user interaction scores;
process information concerning a current user interaction using the machine learning model to determine a particular touchpoint set of a plurality of touchpoint sets associated with the current user interaction;
rank the plurality of touchpoint sets associated with the current user interaction based on respective estimated user interaction scores associated with each touchpoint set, of the plurality of touchpoint sets associated with the current user interaction;
identify, using the machine learning model and based on the ranking, the particular touchpoint set, when the particular touchpoint set is associated with a respective estimated user interaction score, of the respective estimated user interaction scores, that is greater than a user interaction score associated with the current user interaction; and
perform one or more actions based on the particular touchpoint set.
14. The non-transitory computer-readable medium of claim 13 , wherein the plurality of user interactions are between users and an application, and the plurality of user responses include information indicating sentiment associated with the plurality of user interactions.
15. The non-transitory computer-readable medium of claim 13 , wherein the respective user interaction scores indicate a degree to which a corresponding user interaction was positive or negative.
16. The non-transitory computer-readable medium of claim 13 , wherein each of the one or more touchpoint sets corresponds to a characteristic of the plurality of user interactions.
17. The non-transitory computer-readable medium of claim 13 , wherein the one or more actions are specific to a type, of a plurality of types, associated with the current user interaction.
18. The device of claim 7 , wherein the particular touchpoint set is associated with a corrective action.
19. The device of claim 7 , wherein the one or more processors, to obtain historical response data concerning a plurality of user responses associated with the plurality of user interactions, are configured to:
determine which responses of the historical response data correspond to which user interactions of the plurality of user interactions.
20. The device of claim 7 , wherein the one or more processors, to identify, using the machine learning model and based on the ranking, the particular touchpoint set, are configured to:
split data of a minimum feature set into partitions; and
use the partitions to determine the particular touchpoint set.