Customer activity score

Patent metadata

Field	Value
Publication number	US-11093950-B2
Application number	US-201514793499-A
Country	US
Kind code	B2
Filing date	Jul 7, 2015
Priority date	Feb 2, 2015
Publication date	Aug 17, 2021
Grant date	Aug 17, 2021

Abstract

Aspects of the subject technology relate to methods and systems for calculating a customer activity score (CAS). In some aspects, a method of the subject technology includes steps including aggregating behavior information for each of a plurality of utility customers, the behavior information including historic consumption data for at least one consumable resource, and calculating, and using the behavior information, a customer activity score (CAS) for one or more of the utility customers. In some aspects, the method can also include steps for generating customer content for at least one of utility customers based on a corresponding CAS value. In some aspects, systems and computer-readable media are provided.

First claim

What is claimed is:

1. A computer-implemented method performed by at least one computing device including a computer processor and a memory, wherein the computer processor is configured to interface via a communication network with a utility customer device, a third party provider, and a customer activity score (CAS) calculation system, the method comprising:
aggregating, by the computer processor, behavior information for each of a plurality of utility customers, the behavior information comprising historic consumption data for at least one consumable resource;
calculating, by the computer processor using the behavior information, a customer activity score (CAS) value for one or more of the utility customers, wherein the CAS value provides a quantitative measure of engagement with one or more online systems for the one or more of the utility customers, wherein the CAS value for a selected customer is further based at least in part on a frequency of interaction by the selected customer with the one or more online systems;
applying, by the computer processor, a machine-learning model to calculate the CAS value for one or more of the plurality of utility customers by providing the behavior information as an input to the machine-learning model, wherein the machine-learning model outputs the CAS value;
tracking, by the computer processor, the CAS values for various customer group and determining a level of engagement with one or more online systems based on tracking metrics for the CAS values for the customers of each group by: comparing the frequency of interaction with the one or more online systems and the CAS value; determining the level of customer engagement with one or more online systems based on the CAS value differences between customers;
wherein for the selected customer, the CAS value is increased based on a higher frequency of interaction with the one or more online systems and the CAS value is decreased based on a lower frequency of interaction with the one or more online systems;
updating, by the computer processor, the CAS value for one or more of the plurality of utility customers based on new behavior information for the one or more of the plurality of utility customers as inputted to the machine-learning model;
generating, by the computer processor, customer content for each customer of a selected group of customers from the plurality of utility customers based on a corresponding CAS value calculated and tracked for each customer, wherein the customer content includes at least a first content version of a website and a second content version for an email;
selecting, by the computer processor, a communication channel for delivery of the customer content to each of the customers based on the corresponding CAS value;
wherein highly engaged utility customers with higher CAS values are provided with the first content version for the website, and poorly engaged utility customers with lower CAS values are provided with the second content version in the email including a hyperlink to one of the online systems and instructions about how to pay utility bills online to help the poorly engaged utility customers become more engaged; and
transmitting, by the computer processor using the selected communication channel, the customer content to each associated customer of the selected group of customers, wherein the customer content is transmitted as interactive voice response (IVR) communications, messages in extensible markup language (XML) format, hyperlinks in an email, text messages, or on-device notifications delivered to in-home devices associated with the utility customers.

2. The computer-implemented method of claim 1 , further comprising:
ranking two or more of the plurality of utility customers based on their respective CAS values.

3. The computer-implemented method of claim 1 , wherein the behavior information further comprises one or more of: digital activity information, or program participation information.

4. The computer-implemented method of claim 1 , further comprising:
identifying a combination of one or more programs or products that correlated with higher CAS values for the plurality of utility customers.

5. The computer-implemented method of claim 1 , further comprising:
determining a degree of customer sophistication based on a corresponding CAS value for at least one of the plurality of utility customers.

6. The method of claim 1 , wherein generating the customer content further includes generating content for selected customers that have a CAS value below a threshold to include suggestions for improving interaction with the one or more online systems.

7. The method of claim 1 , wherein selecting the communication channel for a customer includes selecting from either a digital communication channel or a non-digital communication channel based on at least the corresponding CAS value.

8. A system comprising:
one or more computer processors, and
a non-transitory computer-readable medium comprising instructions stored therein, which when executed by the computer processors, causes the computer processors to:
detect and track online engagement interactions that occur on one or more online systems, wherein the online engagement interactions are associated to each of a plurality of utility customers based on engagement with the one or more online systems using a network communication;
wherein the one or more online systems include a website provided by a utility provider and electronic messages, and wherein the online engagement interactions include network interactions with the website and the electronic messages;
generating digital activity information for each of the plurality of utility customers based on the detected online engagement interactions;
receive behavior information for each of the plurality of utility customers, the behavior information comprising historic consumption data for at least one consumable resource and the digital activity information;
calculate, using at least the behavior information, a customer activity score (CAS) for each of the plurality of utility customers, wherein the CAS for a selected customer is based at least in part on a frequency of interaction by the selected customer with the one or more online systems determined from the digital activity information of the selected customer;
wherein for the selected customer, the CAS value is increased based on a higher frequency of interaction with the one or more online systems and the CAS value is decreased based on a lower frequency of interaction with the one or more online systems;
generate customer content for each customer of a selected group of customers from the plurality of utility customers based on a corresponding CAS value calculated for each customer;
select a communication channel for delivery of the customer content to each of the customers from the selected group of customers based on the corresponding CAS value calculated for the customer;

wherein first customers from the selected group of customers with higher CAS values are identified as highly engaged customers and are provided with a first content version of the customer content, and wherein second customers from the selected group of customers with lower CAS values are identified as poorly engaged customers and are provided with a second content version of the customer content including a hyperlink to one of the online systems and instructions about how to pay utility bills online to help the poorly engaged customers become more engaged online; and
transmit, by the computer processor using the selected communication channel, the customer content to each associated customer of the selected group of customers, wherein the customer content is transmitted as an interactive v

Assignees

• Opower Inc

Inventors

• Hersh Nancy
• Ramagem Daniel Bloomfield
• Lodha Suryaveer
• Han Lawrence
• Zuraw Rachel
• Mayer Kristy

Classifications

• G06Q50/06

  Energy or water supply · CPC title

• G06Q30/0204

  Market segmentation · CPC title

• G06Q30/016 Primary

  After-sales · CPC title