An enhanced version of Chordiant Software Inc.'s Decision Management software was announced yesterday that allows companies to manage customer interactions based on predictive analytics and analyze customer data to support real-time decision making.
With the latest version, customer service agents can benefit from adaptive and predictive decisioning, the Cupertino, CA-based company said. Companies can add “self-learning” capabilities to the existing predictive models and rules, enabling them to adapt and learn based upon each customer's responses.
With adaptive decisioning, the program lets agents view all prior customer responses — alongside current customer details — to generate predictions of behavior that improve with each interaction.
