| CPC G06Q 30/016 (2013.01) [G06Q 40/08 (2013.01)] | 16 Claims |
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9. A system for improving customer support experiences by proactive presentation of customer-specific information, the system comprising a processor and machine-readable media including instructions which, when executed by the processor, cause the processor to:
receive, at a claim submission system and from an application accessed via a mobile computing device associated with a first policyholder of an insurance policy, a first input from the first policyholder, the first input being entered into the mobile computing device via a touchscreen;
automatically create and open, in response to the first input and at the claim submission system, a first claim related to an incident associated with the first policyholder, wherein processing of the first claim follows a pre-determined path including a plurality of stages;
pass information about the first claim, including a determination of a complexity level of the first claim, to a claims service level objective model;
predict, via the claims service level objective model, how long completion of each stage in the pre-determined path will take based on the complexity level of the first claim using one or more of types of digital data associated with the first policyholder including policyholder metadata, claims metadata, insurance product metadata, and digital use metadata;
create a claim status interface page, the claim status interface page including an interactive graphical animation summarizing a status of the claim and including an overview of the pre-determined path including a predicted duration for each of the plurality of stages;
the claim status interface page further including status data in the form of an interactive graphical animation indicating whether one or more tasks associated with a given stage are pending or have been completed by the first policy holder;
present on the touchscreen at a first time, via the application on the mobile computing device associated with the first policyholder, the claim status interface page;
receive, at the claim submission system, a second input from the first policyholder from an interaction by the first policyholder with the presented claims status interface page;
determine that the second input corresponds to execution by the first policyholder of a first task for a first stage of the pre-determined path; and
automatically update the claim status interface page, at a second time, by changing the interactive graphical animation status data to indicate that the first task has been completed by the first policyholder.
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