Genpact USA, Inc.

Himanshu Shukla

Kumar Priyadarshi

Prakash Hariharan

Dipanjan Das

Rana Saha

A method for automatically detecting and evaluating experience data associated with an experience journey to identify and adjust an action that is taken to improve customer experience is provided. In some embodiments, the method includes generating performance data associated with the experience journey from the experience data using a machine learning model. The method further includes determining the action to be taken based on analyzing the performance data. The method further includes collecting new experience data responsive to the action having been taken and training the machine learning model using the new experience data. The method further includes updating the performance data and the action to be taken based on training the machine learning model.

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Charlotte, NC, United States of America

Himanshu Shukla