Description:FIELD OF INVENTION
[0001] The embodiments of the present disclosure generally relate to a field of customer experience management systems. More particularly, the present disclosure relates to a method and a system for managing an intuitive customer experience in an electronic commerce (e-commerce) environment.

BACKGROUND
[0002] The following description of the related art is intended to provide background information pertaining to the field of the disclosure. This section may include certain aspects of the art that may be related to various features of the present disclosure. However, it should be appreciated that this section be used only to enhance the understanding of the reader with respect to the present disclosure, and not as admissions of the prior art.
[0003] Generally, electronic commerce (e-commerce) may include varied segments of customers such as metro city customers, non-metro city customers, and tier 3 customers who are experimenting with online shopping for the first time. Further, the customers may interact with e-commerce companies over one or more channels such as telephone, email, chat, web browsing, and the like, for a pre-order, a post-order, and a post-delivery support. The e-commerce companies may need to track and manage customer journey when support is required for the pre-order, the post-order, and the post-delivery of one or more products. A large portion of the customers may not reach out to the e-commerce companies or associated customer support representatives while facing an issue during pre-order, post-order, and the post-delivery. Further, the customers may eventually stop interacting and/or transacting with the e-commerce companies, without reaching e-commerce companies for issue resolution.
[0004] Conventional methods may provide a method for reducing time of navigation or the number of interactions to navigate through an online commerce system. The conventional method may measure a user effort criteria using a time in a current online navigation path or the number of interactions relative to a benchmark. Further, the conventional method may continuously update user IP, country, time of visit, day of the visit, attributes of browser used, and any interaction taken by the user with respect to the user interface, to reduce the time of navigation or number of interactions. Further, another conventional method may provide a qualitative exploration of the concept of customer disengagement, initiating triggers for customer disengagement, nature, and the process by which customer disengagement unfolds within functional/utilitarian (F/U) and participative/co-creative services (P/C) in an e-commerce market. Yet another conventional method provides a method for modeling customer interaction experiences by receiving interaction data corresponding to one or more interactions between a customer and a customer support representative. Further, another conventional method provides a method for managing customer journeys based on a succession of interactions at interaction points such as telephone conversations, responses to an Interactive Voice Response (IVR) system, and viewing a web page.
[0005] However, the conventional methods may not determine touchpoints such as delivery, returns, cancellations, product installations, and the like in an e-commerce platform. Further, the conventional methods may not track metrics at a terminal state level and customer engagement patterns to improve the user’s experience according to the user expectations, even if the user does not reach out to the e-commerce companies or the associated customer support representatives.
[0006] Therefore, there is a need for a method and a system for solving the shortcomings of the prior arts, by providing a method and a system for managing an intuitive customer experience in an electronic commerce (e-commerce) environment.

SUMMARY
[0007] This section is provided to introduce certain objects and aspects of the present invention in a simplified form that are further described below in the detailed description. This summary is not intended to identify the key features or the scope of the claimed subject matter. In order to overcome at least a few problems associated with the known solutions as provided in the previous section, an object of the present invention is to provide a technique that may be for managing an intuitive customer experience in an electronic commerce (e-commerce) environment.
[0008] It is an object of the present disclosure to provide a method and a system for managing an intuitive customer experience in an electronic commerce (e-commerce) environment.
[0009] It is another object of the present disclosure to provide a method and a system for determining the time taken to complete one or more terminal states for the customer, even though the customer is not engaging with the e-commerce environment.
[0010] It is another object of the present disclosure to provide a method and a system to derive better policies for the customers and in turn, improve customer experience with no additional cost.
[0011] It is another object of the present disclosure to provide a method and a system to identify customer expectations and take actions to improve customer experience and satisfaction.
[0012] It is another object of the present disclosure to provide a method and a system to analyze customer expectation using a Net Promoter Scores (NPS) scores and future engagement of customers in pain to validate whether customers are truly in pain.
[0013] It is yet another object of the present disclosure to provide a method and a system to determine one or more NPS responses of the customers in pain vs not in pain and determine that the users in pain consistently respond with low NPS scores across terminal states.
[0014] It is yet another object of the present disclosure to provide a method and a system to parallelly track surveys and customer feedback to determine if any customer goes into certain specific terminal states, then the customers are in pain from the start of the terminal state to the end of the terminal state.
[0015] It is another object of the present disclosure to provide a method and a system to identify silent sufferers and quantify the severity of the different issues that the customers face.
[0016] In an aspect, the present disclosure provides a method for managing an intuitive customer experience in an electronic commerce (e-commerce) environment. The method includes identifying, for an order placed in a first month, one or more terminal states of at least one customer in the e-commerce environment. Further, the method includes determining an elapsed time to complete the identified one or more terminal states of the at least one customer, based on one or more time-stamps associated with the one or more terminal states. Furthermore, the method includes analyzing at least one customer expectation for each terminal state from the elapsed time, based on a pre-defined threshold time for each of the terminal state. The customer expectation is analyzed using at least one of one or more Net Promoter Scores (NPS) scores and future engagement of the at least one customer. Further, the method includes identifying, for each terminal state, at least one customer in pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state. Furthermore, the method includes determining, for each terminal state, and pain units for each customer based on the analyzed at least one customer expectation. Additionally, the method includes determining an amount of a repeat order in a second month for no pain units and the pain units for the at least one customer. Further, the method includes computing a severity of an intuitive customer experience, based on the determined amount of the repeat order in the second month for no pain units and the pain units. The severity corresponds to a relative quantum of impact in the future engagement of the at least one customer for each terminals state. Furthermore, the method includes recommending one or more user-oriented actions to be performed based on the computed severity of the intuitive customer experience.
[0017] In an embodiment, the further includes analyzing a Life Time Value LTV of the at least one customer. Furthermore, the method includes modifying one or more policies for each terminal state, to enhance customer experience, based on the analyzed LTV of the at least one customer. Further, the method includes reassessing the pre-defined threshold time for each terminal state, based on the modified one or more policies.
[0018] In an embodiment, the one or more terminal states correspond to one or more touchpoints for a given order placed in the first month.
[0019] In an embodiment, at least one customer in pain corresponds to exceeding the elapsed time for each terminal state than the customer expectation.
[0020] In another aspect, the present disclosure provides a system for managing an intuitive customer experience in an electronic commerce (e-commerce) environment. The system identifies, for an order placed in a first month, one or more terminal states of at least one customer in the e-commerce environment. Further, the system determines an elapsed time to complete the identified one or more terminal states of the at least one customer, based on one or more time-stamps associated with the one or more terminal states. Furthermore, the system analyzes at least one customer expectation for each terminal state from the elapsed time, based on a pre-defined threshold time for each of the terminal state. The customer expectation is analyzed using at least one of one or more Net Promoter Scores (NPS) scores and future engagement of the at least one customer. Further, the system identifies, for each terminal state, at least one customer in pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state. Furthermore, the system determines, for each terminal state, pain units for each customer based on the analyzed at least one customer expectation. Additionally, the system determines an amount of a repeat order in a second month for no pain units and the pain units for the at least one customer. Further, the system computes a severity of an intuitive customer experience, based on the determined amount of the repeat orders in the second month for no pain units and the pain units. The severity corresponds to a relative quantum of impact in the future engagement of the at least one customer for each terminals state Furthermore, the system recommends one or more user-oriented actions to be performed based on the computed severity of the intuitive customer experience.

BRIEF DESCRIPTION OF THE ACCOMPANYING DRAWINGS
[0021] The accompanying drawings, which are incorporated herein, and constitute a part of this invention, illustrate exemplary embodiments of the disclosed methods and systems in which like reference numerals refer to the same parts throughout the different drawings. Components in the drawings are not necessarily to scale, emphasis instead being placed upon clearly illustrating the principles of the present invention. Some drawings may indicate the components using block diagrams and may not represent the internal circuitry/sub components of each component. It will be appreciated by those skilled in the art that the invention of such drawings includes the invention of electrical components, electronic components, or circuitry commonly used to implement such components.
[0022] FIG. 1 illustrates an exemplary block diagram representation of a network architecture implementing a proposed system for managing an intuitive customer experience in an electronic commerce (e-commerce) environment, according to embodiments of the present disclosure.
[0023] FIG. 2 illustrates an exemplary detailed block diagram representation of the proposed system, according to embodiments of the present disclosure.
[0024] FIG. 3A illustrates an exemplary flow diagram representation of method of identifying different terminal states, according to embodiments of the present disclosure.
[0025] FIG. 3B illustrates an exemplary flow diagram representation of method for analyzing and pre-defining policies for intuitive customer experience, according to embodiments of the present disclosure.
[0026] FIGs. 3C (a), 3C (b), and 3C (c) illustrate exemplary graph diagrams for contacts per customer, number of contacts per customer vs quantum of pain, and subsequent month repeat vs pain, respectively, according to embodiments of the present disclosure.
[0027] FIG. 3D illustrates an exemplary graph diagram representation of calculated severity of issue facing by one or more customers, according to embodiments of the present disclosure.
[0028] FIGs. 3E and 3F illustrate exemplary graph diagrams for product installation terminal, and return Net Promoter Scores (NPS), respectively, according to embodiments of the present disclosure.
[0029] FIG. 4 illustrates a flow chart depicting a method of managing an intuitive customer experience in an electronic commerce (e-commerce) environment, according to embodiments of the present disclosure.
[0030] FIG. 5 illustrates a hardware platform for the implementation of the disclosed system according to embodiments of the present disclosure.
[0031] The foregoing shall be more apparent from the following more detailed description of the invention.

DETAILED DESCRIPTION OF INVENTION
[0032] In the following description, for the purposes of explanation, various specific details are set forth in order to provide a thorough understanding of embodiments of the present disclosure. It will be apparent, however, that embodiments of the present disclosure may be practiced without these specific details. Several features described hereafter can each be used independently of one another or with any combination of other features. An individual feature may not address all of the problems discussed above or might address only some of the problems discussed above. Some of the problems discussed above might not be fully addressed by any of the features described herein.
[0033] The ensuing description provides exemplary embodiments only, and is not intended to limit the scope, applicability, or configuration of the disclosure. Rather, the ensuing description of the exemplary embodiments will provide those skilled in the art with an enabling description for implementing an exemplary embodiment. It should be understood that various changes may be made in the function and arrangement of elements without departing from the spirit and scope of the invention as set forth.
[0034] Specific details are given in the following description to provide a thorough understanding of the embodiments. However, it will be understood by one of ordinary skill in the art that the embodiments may be practiced without these specific details. For example, circuits, systems, networks, processes, and other components may be shown as components in block diagram form in order not to obscure the embodiments in unnecessary detail. In other instances, well-known circuits, processes, algorithms, structures, and techniques may be shown without unnecessary detail in order to avoid obscuring the embodiments.
[0035] Also, it is noted that individual embodiments may be described as a process which is depicted as a flowchart, a flow diagram, a data flow diagram, a structure diagram, or a block diagram. Although a flowchart may describe the operations as a sequential process, many of the operations can be performed in parallel or concurrently. In addition, the order of the operations may be re-arranged. A process is terminated when its operations are completed but could have additional steps not included in a figure. A process may correspond to a method, a function, a procedure, a subroutine, a subprogram, etc. When a process corresponds to a function, its termination can correspond to a return of the function to the calling function or the main function.
[0036] The word “exemplary” and/or “demonstrative” is used herein to mean serving as an example, instance, or illustration. For the avoidance of doubt, the subject matter disclosed herein is not limited by such examples. In addition, any aspect or design described herein as “exemplary” and/or “demonstrative” is not necessarily to be construed as preferred or advantageous over other aspects or designs, nor is it meant to preclude equivalent exemplary structures and techniques known to those of ordinary skill in the art. Furthermore, to the extent that the terms “includes,” “has,” “contains,” and other similar words are used in either the detailed description or the claims, such terms are intended to be inclusive—in a manner similar to the term “comprising” as an open transition word—without precluding any additional or other elements.
[0037] As used herein, "connect", "configure", "couple" and its cognate terms, such as "connects", "connected", "configured" and "coupled" may include a physical connection (such as a wired/wireless connection), a logical connection (such as through logical gates of semiconducting device), other suitable connections, or a combination of such connections, as may be obvious to a skilled person.
[0038] As used herein, "send", "transfer", "transmit", and their cognate terms like "sending", "sent", "transferring", "transmitting", "transferred", "transmitted", etc. include sending or transporting data or information from one unit or component to another unit or component, wherein the content may or may not be modified before or after sending, transferring, transmitting.
[0039] Reference throughout this specification to “one embodiment” or “an embodiment” or “an instance” or “one instance” means that a particular feature, structure, or characteristic described in connection with the embodiment is included in at least one embodiment of the present invention. Thus, the appearances of the phrases “in one embodiment” or “in an embodiment” in various places throughout this specification are not necessarily all referring to the same embodiment. Furthermore, the particular features, structures, or characteristics may be combined in any suitable manner in one or more embodiments.
[0040] The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention. As used herein, the singular forms “a”, “an”, and “the” are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms “comprises” and/or “comprising,” when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. As used herein, the term “and/or” includes any and all combinations of one or more of the associated listed items.
[0041] Various embodiments of the present disclosure provide a method and a system for managing an intuitive customer experience in an electronic commerce (e-commerce) environment. The present disclosure provides a method and a system for determining time taken to complete one or more terminal state for the customer, even though customer is not engaging with the e-commerce environment. The present disclosure provides a method and a system to derive better policies for the customers and in turn improve customer experience with no additional cost. The present disclosure provides a method and a system to identify customer expectations and take actions to improve customer experience and satisfaction. The present disclosure provides a method and a system to analyze customer expectation using a Net Promoter Scores (NPS) scores and future engagement of customers in pain to validate whether customers are truly in pain. The present disclosure provides a method and a system to determine NPS responses of the customers in pain vs not in pain and determine that the users in pain consistently respond with low NPS scores across terminal states. The present disclosure provides a method and a system to parallelly track surveys and customer feedback to determine if any customer goes into certain specific terminal states, then the customers are in pain from the start of the terminal state to the end of the terminal state. The present disclosure provides a method and a system to identify silent sufferers and quantify the severity of the different issues that the customers face.
[0042] FIG. 1 illustrates an exemplary block diagram representation of a network architecture 100 implementing a proposed system 110 for managing an intuitive customer experience in an electronic commerce (e-commerce) environment, according to embodiments of the present disclosure. The network architecture 100 may include the system 110, an electronic device 108, and a centralized server 118. The system 110 may be connected to the centralized server 118 via a communication network 106. The centralized server 118 may include, but is not limited to, a stand-alone server, a remote server, a cloud computing server, a dedicated server, a rack server, a server blade, a server rack, a bank of servers, a server farm, hardware supporting a part of a cloud service or system, a home server, hardware running a virtualized server, one or more processors executing code to function as a server, one or more machines performing server-side functionality as described herein, at least a portion of any of the above, some combination thereof, and the like. The communication network 106 may be a wired communication network or a wireless communication network. The wireless communication network may be any wireless communication network capable of transferring data between entities of that network such as, but is not limited to, a carrier network including a circuit-switched network, a public switched network, a Content Delivery Network (CDN) network, a Long-Term Evolution (LTE) network, a New Radio (NR), a Global System for Mobile Communications (GSM) network and a Universal Mobile Telecommunications System (UMTS) network, an Internet, intranets, Local Area Networks (LANs), Wide Area Networks (WANs), mobile communication networks, combinations thereof, and the like.
[0043] The system 110 may be implemented by way of a single device or a combination of multiple devices that may be operatively connected or networked together. For example, the system 110 may be implemented by way of a standalone device such as the centralized server 118, and the like, and may be communicatively coupled to the electronic device 108. In another example, the system 110 may be implemented in/ associated with the electronic device 108. In yet another example, the system 110 may be implemented in/ associated with respective computing device 104-1, 104-2, …..., 104-N (individually referred to as computing device 104, and collectively referred to as computing devices 104), associated with one or more user 102-1, 102-2, …..., 102-N (individually referred to as the user 102, and collectively referred to as the users 102). In such a scenario, the system 110 may be replicated in each of the computing devices 104. The users 102 may be a user of, but not limited to, an electronic commerce (e-commerce) platform, a hyperlocal platform, a super-mart platform, a media platform, a service providing platform, a social networking platform, a messaging platform, a bot processing platform, a virtual assistance platform, an artificial intelligence platform, and the like. In some instances, the user 102 may include an entity/administrator. The electronic device 108 may be at least one of, an electrical, an electronic, an electromechanical, and a computing device. The electronic device 108 may include, but is not limited to, a mobile device, a smart-phone, a Personal Digital Assistant (PDA), a tablet computer, a phablet computer, a wearable device, a Virtual Reality/Augment Reality (VR/AR) device, a laptop, a desktop, a server, and the like. The system 110 may be implemented in hardware or a suitable combination of hardware and software. The system 110 or the centralized server 118 may be associated with entities (not shown). The entities may include, but are not limited to, an e-commerce company, a company, an outlet, a manufacturing unit, an enterprise, a facility, an organization, an educational institution, a secured facility, and the like.
[0044] Further, the system 110 may include a processor 112, an Input/Output (I/O) interface 114, and a memory 116. The Input/Output (I/O) interface 114 of the system 110 may be used to receive user inputs, from one or more computing devices 104-1, 104-2, ……, 104-N (collectively referred to as the computing devices 104 and individually referred to as computing device 104) associated with one or more users 102 (collectively referred as users 102 and individually referred as user 102).
[0045] Further, system 110 may also include other units such as a display unit, an input unit, an output unit, and the like, however the same are not shown in FIG. 1, for the purpose of clarity. Also, in FIG. 1 only a few units are shown, however, the system 110 or the network architecture 100 may include multiple such units or the system 110/ network architecture 100 may include any such numbers of the units, obvious to a person skilled in the art or as required to implement the features of the present disclosure. The system 110 may be a hardware device including the processor 112 executing machine-readable program instructions to manage an intuitive customer experience in an electronic commerce (e-commerce) environment. Execution of the machine-readable program instructions by the processor 112 may enable the proposed system 110 to manage the intuitive customer experience in an electronic commerce (e-commerce) environment. The “hardware” may comprise a combination of discrete components, an integrated circuit, an application-specific integrated circuit, a field-programmable gate array, a digital signal processor, or other suitable hardware. The “software” may comprise one or more objects, agents, threads, lines of code, subroutines, separate software applications, two or more lines of code, or other suitable software structures operating in one or more software applications or on one or more processors. The processor 112 may include, for example, but are not limited to, microprocessors, microcomputers, microcontrollers, digital signal processors, central processing units, state machines, logic circuits, any devices that manipulate data or signals based on operational instructions, and the like. Among other capabilities, the processor 112 may fetch and execute computer-readable instructions in the memory 116 operationally coupled with the system 110 for performing tasks such as data processing, input/output processing, and/or any other functions. Any reference to a task in the present disclosure may refer to an operation being or that may be performed on data.
[0046] In the example that follows, assume that a user 102 of the system 110 desires to improve/add additional features for managing an intuitive customer experience in an electronic commerce (e-commerce) environment. In this instance, the user 102 may include an administrator of a website, an administrator of an e-commerce site, an administrator of a social media site, an administrator of an e-commerce application/ social media application/other applications, an administrator of media content (e.g., television content, video-on-demand content, online video content, graphical content, image content, augmented/virtual reality content, metaverse content), among other examples, and the like. The system 110 when associated with the electronic device 108 or the centralized server 118 may include, but is not limited to, a touch panel, a soft keypad, a hard keypad (including buttons), and the like.
[0047] In an embodiment, the system 110 may identify, for an order placed in a first month, one or more terminal states of at least one customer in the e-commerce environment. The one or more terminal states correspond to one or more touchpoints for a given order placed in the first month.
[0048] In an embodiment, the system 110 may determine an elapsed time to complete the identified one or more terminal states of the at least one customer, based on one or more time-stamps associated with the one or more terminal states. In an embodiment, the system 110 may analyze at least one customer expectation for each terminal state from the elapsed time, based on a pre-defined threshold time for each of the terminal states. The customer expectation is analyzed using at least one of one or more Net Promoter Scores (NPS) scores and future engagement of the at least one customer.
[0049] In an embodiment, the system 110 may identify, for each terminal state, at least one customer in pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state.
[0050] In an embodiment, at least one customer in pain corresponds to exceeding the elapsed time for each terminal state than the customer expectation. In an embodiment, the system 110 may determine for each terminal state, pain units for each customer based on the analyzed at least one customer expectation. The pain units may be units which go through pain i.e., where the time taken to reach the terminal end state is higher than the customer's expectations. Units are total order quantities. In an embodiment, the system 110 may determine an amount of a repeat order in a second month for no pain units and the pain units for the at least one customer. In an embodiment, the system 110 may compute a severity of an intuitive customer experience, based on the determined amount of the repeat order in the second month for no pain units and the pain units. The severity corresponds to a relative quantum of impact in the future engagement of the at least one customer for each terminals state.
[0051] In an embodiment, the system 110 may recommend one or more user-oriented actions to be performed based on the computed severity of the intuitive customer experience. For example, one or more user-oriented actions to be performed may include, but are not limited to, faster issue resolution, early delivery, early shipment, provide offers, provide product price drop to specific customers, call customer for trouble shooting, call customer to understand the issue, process early refund, assign technical expert, requesting reason for return/exchange, and the like. In an embodiment, the system 110 may analyze a Life Time Value LTV of the at least one customer. In an embodiment, the system 110 may modify one or more policies for each terminal states, to enhance customer experience, based on the analyzed LTV of the at least one customer. In an embodiment, the system 110 may reassess the pre-defined threshold time for each terminal state, based on the modified one or more policies.
[0052] FIG. 2 illustrates an exemplary detailed block diagram representation of the proposed system 110, according to embodiments of the present disclosure. The system 110 may include the processor 112, the Input/Output (I/O) interface 114, and the memory 116. In some implementations, the system 110 may include data 202, and modules 204. As an example, the data 202 may be stored in the memory 116 configured in the system 110 as shown in the FIG. 2.
[0053] In an embodiment, the data 202 may include order data 206, terminal states data 208, elapsed time data 210, time-stamp data 212, customer expectation data 214, customer in pain data 216, pain unit data 218, repeat order data 220, severity data 222, user oriented actions data 224, and other data 226. In an embodiment, the data 202 may be stored in the memory 116 in the form of various data structures. Additionally, the data 202 can be organized using data models, such as relational or hierarchical data models. The other data 218 may store data, including temporary data and temporary files, generated by the modules 204 for performing the various functions of the system 110.
[0054] In an embodiment, the modules 204, may include an identifying module 232, a determining module 234, an analyzing module 236, a computing module 238, a recommending module 240, and other modules 342.
[0055] In an embodiment, the data 202 stored in the memory 116 may be processed by the modules 204 of the system 110. The modules 204 may be stored within the memory 116. In an example, the modules 204 communicatively coupled to the processor 112 configured in the system 110, may also be present outside the memory 116, as shown in FIG. 2, and implemented as hardware. As used herein, the term modules refer to an Application-Specific Integrated Circuit (ASIC), an electronic circuit, a processor (shared, dedicated, or group) and memory that execute one or more software or firmware programs, a combinational logic circuit, and/or other suitable components that provide the described functionality.
[0056] In an embodiment, the identifying module 232 may identify, for an order placed in a first month, one or more terminal states of at least one customer in the e-commerce environment. The one or more terminal states correspond to one or more touchpoints for a given order placed in the first month.
[0057] In an embodiment, the determining module 234 may determine an elapsed time to complete the identified one or more terminal states of the at least one customer, based on one or more time-stamps associated with the one or more terminal states. In an embodiment, the analyzing module 236 may analyze at least one customer expectation for each terminal state from the elapsed time, based on a pre-defined threshold time for each of the terminal state. The pain units may be units which go through pain i.e., where the time taken to reach the terminal end state is higher than the customer's expectations. Units are total order quantities.
[0058] In an embodiment, the identifying module 232 may identify, for each terminal state, at least one customer in pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state.
[0059] In an embodiment, the determining module 234 may determine for each terminal state, pain units for each customer based on the analyzed at least one customer expectation. In an embodiment, the determining module 234 may determine an amount of a repeat order in a second month for no pain units and the pain units for the at least one customer. In an embodiment, the computing module 238 may compute a severity of an intuitive customer experience, based on the determined amount of the repeat order in the second month for no pain units and the pain units.
[0060] In an embodiment, the recommending module 240 may recommend one or more user-oriented actions to be performed based on the computed severity of the intuitive customer experience. In an embodiment, the system 110 may analyze a Life Time Value LTV of the at least one customer. In an embodiment, the system 110 may modify one or more policies for each terminal states, to enhance customer experience, based on the analyzed LTV of the at least one customer. In an embodiment, the system 110 may reassess the pre-defined threshold time for each terminal state, based on the modified one or more policies.
[0061] FIG. 3A illustrates an exemplary flow diagram representation of method 300A of identifying different terminal states, according to embodiments of the present disclosure.
[0062] Consider, that the users 102 has placed an order on an e-commerce website. The system 110 creates an order, upon placing the order by the users 102. If the created order is for digital products, then the digital products are electronically delivered and the order is marked completed.
[0063] At step 302, the method 300A may include approving, by the processor 112, the created order for delivery. Meanwhile, the user 102 may initiate Return To Seller (RTS). The product may be delivered when the RTS is initiated nearing to the delivery.
[0064] At step 304, the method 300A may include receiving, by the processor 112, cancellation request from the user 102. The product delivery may be cancelled, when the cancellation request is confirmed. The product delivery may not be cancelled, when the cancellation request is rejected.
[0065] At step 306, the method 300A may include initiating a refund, by the processor 112, of the amount and initiating Return To origin (RTO), when RTS is initiated before the delivery of the product. The processor 112 may determine if the RTO is completed, upon initiating the RTO.
[0066] At step 308, the method 300A may include providing, by the processor 112, product installation information, if the user 102 did not initiate RTO.
[0067] At step 310, the method 300A may include providing, by the processor 112, replacement of the product, when the user initiates return 102. At step 312, the method 300A may include initiating, by the processor 112, a refund, when the user initiates return 102.
[0068] At step 314, the method 300A may include providing, by the processor 112, rejection for the return, when the user initiates return 102, due to pre-defined policies. Further, if the product is undelivered, then the processor 112 may initiate a refund.
Exemplary Scenario 1
[0069] Consider, the users 102 are silent suffering customers, who are facing some issues with their shipment. Though, the users 102 are facing issues, the users 102 may have not reached out to the e-commerce company or associated support representative in any form such as, telephone, email, chat, web browsing, and the like, for the support. Due to the lack of support given to these users 102 at the correct time, the users 102 may eventually churn out of the e-commerce company/business.
[0070] The system 110 may maintain customer data of customers who have placed an order in a month ‘M0’ (i.e., the previous month). Further, the system 110 may maintain customer data of customers who have placed an order in subsequent/consecutive/second/next/given month ‘M1 Repeat’ (i.e., given month). The ‘M(x)’ (i.e., given month) repeat may be calculated as shown in equation 1:

[0071] Further, the processor may calculate a delta in a Net Promoter Score (NPS) for a product installation. Furthermore, the processor 112 may identify one or more terminal states (i.e., customer journeys on an e-commerce platform for the order placed in M0). The terminal states are one among many touchpoints on the e-commerce platform for a given order placed on the e-commerce platform. Further, the processor 112 may determine timestamps of the starting point of the terminal state and endpoint of all the terminal states that the customers have been through.
[0072] FIG. 3B illustrates an exemplary flow diagram representation of method 300B for analyzing and pre-defining policies for intuitive customer experience, according to embodiments of the present disclosure.
[0073] At step 322, the method 300B may include identifying, by the processor 112, for an order placed in a first month, one or more terminal states of at least one customer. At step 324, the method 300B may include, calculating, by the processor 112, time taken to complete tasks in the one or more terminal states. At step 326, the method 300B may include defining, by the processor 112, customer expectation for each terminal state, based on a pre-defined threshold time for each of the terminal state. At step 328, the method 300B may include identifying, by the processor 112, unhappy customer flows. At step 330, the method 300B may include calculating, by the processor 112, for each terminal state, customer pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state.
[0074] At step 332, the method 300B may include aligning, by the processor 112, function teams for resolving the issues of the customer, based on the calculated customer pain and identified unhappy customer flows. At step 334, the method 300B may include analyzing, by the processor 112, a cost-benefit with a Life Time Value LTV of the at least one customer. At step 336, the method 300B may include analyzing and redefining, by the processor 112, one or more customer-centric policies to enhance customer experience, based on the cost-benefit with the LTV analysis. At step 338, the method 300B may include reassessing, by the processor 112, a pre-defined threshold time for each terminal states, based on the redefining one or more customer-centric policies. For example, redefining one or more customer-centric policies may include, but are not limited to, faster issue resolution, early delivery, early shipment, provide offers, provide product price drop to specific customers, call customer for trouble shooting, call customer to understand the issue, process early refund, assign technical expert, requesting reason for return/exchange, and the like.
Exemplary Scenario 2
[0075] The system 110 may consider the time taken to complete the terminal state for the customer. For example, a customer places a return and expects the return to be processed within a time limit. The processor 112 may identify the optimal point in time when the terminal state is completed for the customer where the ‘M1 repeat’ has the highest value. This point where the M1 Repeat is highest may be mentioned as the threshold ‘∝’ or the customer expectation. The customer expectation may be calculated using equation 2:

Time taken to complete a terminal state = = for any unit U.
[0076] Upon calculating the customer expectation for each terminal state, the processor 112 may consider any unit and customer where the time taken to complete the terminal state has crossed customer expectation as a unit in pain and customer in pain. The pain units and customers pain may be calculated using equations 3 and 4, respectively:


[0077] The pain units may be units which go through pain i.e., where the time taken to reach the terminal end state is higher than the customer's expectations. Units are total order quantities. Further, parallelly, the processor 112, may track surveys and customer feedback to determine if any customer goes into certain specific terminal states, the customers are in pain from the start of the terminal state to the end of the terminal state. The processor 112 may consider all the customers and respective units in pain.
[0078] For example, if a customer placed an order in the e-commerce platform and soon after placing the order the price of the product drops. This is extremely bad customer experience and the customer would be in pain as soon as he has placed the order till the time the product is either returned or the difference in the price is given to the customer.
Here, tstart = t∝
[0079] The processor 112 may determine following metrics at a terminal state level.
-Customer expectation - the point in time at a particular terminal state where the M1 repeat of the customers is the maximum.
-Percentage of pain units - percentage of units where the time taken to complete the terminal state has exceeded the customer expectation to the total units.
-Percentage of customers pain - percentage of customers where the time taken to complete the terminal state has exceeded the customer expectation to total customers having as order.
-Total pain (in hours) - sum of all the additional hours an e-commerce company has taken to reach the terminal state, which is calculated using equation 5:

-Pain per unit - Total pain divided by the total units in pain, which is calculated using equation 6:

-Severity of the issue may be calculated as percentage of delta between the M1 repeats for no pain units and pain units, according to equation 7:

The severity may correspond to a relative quantum of impact in the future engagement of the at least one customer for each terminals state.
[0080] FIGs. 3C (a), 3C (b), and 3C (c) illustrate exemplary graph diagrams for contacts per customer, number of contacts per customer vs quantum of pain, and subsequent month repeat vs pain, respectively, according to embodiments of the present disclosure. As depicted in FIG. 3C (a) customers experiencing pain may include a significantly high contacts per customer. As depicted in FIG. 3C (b), as the quantum of pain increases, contacts per customer to a customer satisfaction increase exponentially. As depicted in FIG. 3C (c), with increase in customer pain, future customer engagement decreases.
[0081] FIG. 3D illustrates an exemplary graph diagram representation of calculated severity of issue facing by one or more customers, according to embodiments of the present disclosure. The graph depicts severity of terminal states such as return initiation to return rejection (i.e., ret int to ret rejection), return initiation to refund complete (i.e., ret int to ref complete), cancellation initiation to cancellation complete (i.e., canc int to canc complete), return initiation to replacement complete (i.e., ret int to repl complete), delivery to product installation (i.e., del to inst), Return To Origin to refund complete (RTO to ref complete), approved for delivery.
[0082] FIGs. 3E and 3F illustrate exemplary graph diagrams for product installation terminal, and return Net Promoter Scores (NPS), respectively, according to embodiments of the present disclosure. For example, the NPS scores of the customers in pain is determined to validate whether customers truly are in pain. The system 110 analyzes the NPS responses of the users in pain versus those not in pain and ensure that the users in pain consistently respond with low NPS scores across terminal states.
[0083] FIG. 4 illustrates a flow chart depicting a method 400 of managing an intuitive customer experience in an electronic commerce (e-commerce) environment, according to embodiments of the present disclosure.
[0084] At block 402, the method 400 includes, identifying, by a processor 112 associated with a system 110, for an order placed in a first month, one or more terminal states of at least one customer in the e-commerce environment.
[0085] At block 404, the method 400 includes determining, by the processor 112, an elapsed time to complete the identified one or more terminal states of the at least one customer, based on one or more time-stamps associated with the one or more terminal states.
[0086] At block 406, the method 400 includes analyzing, by the processor 112, at least one customer expectation for each terminal state from the elapsed time, based on a pre-defined threshold time for each of the terminal state.
[0087] At block 408, the method 400 includes identifying, by the processor 112, for each terminal state, at least one customer in pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state.
[0088] At block 410, the method 400 includes determining, by the processor 112, for each terminal state, pain units for each customer based on the analyzed at least one customer expectation.
[0089] At block 412, the method 400 includes determining, by the processor 112, an amount of a repeat order in a second month for no pain units and the pain units for the at least one customer.
[0090] At block 414, the method 400 includes computing, by the processor 112, a severity of an intuitive customer experience, based on the determined amount of the repeat order in the second month for no pain units and the pain units.
[0091] At block 416, the method 400 includes recommending, by the processor 112, one or more user-oriented actions to be performed based on the computed severity of the intuitive customer experience.
[0092] The order in which the method 400 are described is not intended to be construed as a limitation, and any number of the described method blocks may be combined or otherwise performed in any order to implement the method 400 or an alternate method. Additionally, individual blocks may be deleted from the method 400 without departing from the spirit and scope of the present disclosure described herein. Furthermore, the method 400 may be implemented in any suitable hardware, software, firmware, or a combination thereof, that exists in the related art or that is later developed. The method 400 describe, without limitation, the implementation of the system 210. A person of skill in the art will understand that method 400 may be modified appropriately for implementation in various manners without departing from the scope and spirit of the disclosure.
[0093] FIG. 5 illustrates a hardware platform 500 for implementation of the disclosed system 110, according to an example embodiment of the present disclosure. For the sake of brevity, construction, and operational features of the system 110 which are explained in detail above are not explained in detail herein. Particularly, computing machines such as but not limited to internal/external server clusters, quantum computers, desktops, laptops, smartphones, tablets, and wearables which may be used to execute the system 110 or may include the structure of the hardware platform 500. As illustrated, the hardware platform 500 may include additional components not shown, and that some of the components described may be removed and/or modified. For example, a computer system with multiple GPUs may be located on external-cloud platforms including Amazon® Web Services, or internal corporate cloud computing clusters, or organizational computing resources, etc.
[0094] The hardware platform 500 may be a computer system such as the system 110 that may be used with the embodiments described herein. The computer system may represent a computational platform that includes components that may be in a server or another computer system. The computer system may execute, by the processor 505 (e.g., a single or multiple processors) or other hardware processing circuit, the methods, functions, and other processes described herein. These methods, functions, and other processes may be embodied as machine-readable instructions stored on a computer-readable medium, which may be non-transitory, such as hardware storage devices (e.g., RAM (random access memory), ROM (read-only memory), EPROM (erasable, programmable ROM), EEPROM (electrically erasable, programmable ROM), hard drives, and flash memory). The computer system may include the processor 505 that executes software instructions or code stored on a non-transitory computer-readable storage medium 510 to perform methods of the present disclosure. The software code includes, for example, instructions to gather data and documents and analyze documents. In an example, the modules 204, may be software codes or components performing these steps.
[0095] The instructions on the computer-readable storage medium 510 are read and stored the instructions in storage 515 or in random access memory (RAM). The storage 515 may provide a space for keeping static data where at least some instructions could be stored for later execution. The stored instructions may be further compiled to generate other representations of the instructions and dynamically stored in the RAM such as RAM 520. The processor 505 may read instructions from the RAM 520 and perform actions as instructed.
[0096] The computer system may further include the output device 525 to provide at least some of the results of the execution as output including, but not limited to, visual information to users, such as external agents. The output device 525 may include a display on computing devices and virtual reality glasses. For example, the display may be a mobile phone screen or a laptop screen. GUIs and/or text may be presented as an output on the display screen. The computer system may further include an input device 530 to provide a user or another device with mechanisms for entering data and/or otherwise interacting with the computer system. The input device 530 may include, for example, a keyboard, a keypad, a mouse, or a touchscreen. Each of these output devices 525 and input device 530 may be joined by one or more additional peripherals. For example, the output device 525 may be used to display the results such as bot responses by the executable chatbot.
[0097] A network communicator 535 may be provided to connect the computer system to a network and in turn to other devices connected to the network including other clients, servers, data stores, and interfaces, for instance. A network communicator 535 may include, for example, a network adapter such as a LAN adapter or a wireless adapter. The computer system may include a data sources interface 540 to access the data source 545. The data source 545 may be an information resource. As an example, a database of exceptions and rules may be provided as the data source 545. Moreover, knowledge repositories and curated data may be other examples of the data source 545.
[0098] While considerable emphasis has been placed herein on the preferred embodiments, it will be appreciated that many embodiments can be made and that many changes can be made in the preferred embodiments without departing from the principles of the invention. These and other changes in the preferred embodiments of the invention will be apparent to those skilled in the art from the disclosure herein, whereby it is to be distinctly understood that the foregoing descriptive matter to be implemented merely as illustrative of the invention and not as a limitation.

ADVANTAGES OF THE PRESENT DISCLOSURE
[0099] The present disclosure provides a method and a system for managing an intuitive customer experience in an electronic commerce (e-commerce) environment.
[00100] The present disclosure provides a method and a system for determining time taken to complete one or more terminal state for the customer, even though customer is not engaging with the e-commerce environment.
[00101] The present disclosure provides a method and a system to derive better policies for the customers and in turn improve customer experience with no additional cost.
[00102] The present disclosure provides a method and a system to identify customer expectations and take actions to improve customer experience and satisfaction.
[00103] The present disclosure provides a method and a system to analyze customer expectation using a Net Promoter Scores (NPS) scores and future engagement of customers in pain to validate whether customers are truly in pain.
[00104] The present disclosure provides a method and a system to determine NPS responses of the customers in pain vs not in pain and determine that the users in pain consistently respond with low NPS scores across terminal states.
[00105] The present disclosure provides a method and a system to parallelly track surveys and customer feedback to determine if any customer goes into certain specific terminal states, then the customers are in pain from the start of the terminal state to the end of the terminal state.
[00106] The present disclosure provides a method and a system to identify silent sufferers and quantify the severity of the different issues that the customers face.
, Claims:1. A method for managing an intuitive customer experience in an electronic commerce (e-commerce) environment, the method comprising:
identifying, by a processor (112) associated with a system (110), for an order placed in a first month, one or more terminal states of at least one customer in the e-commerce environment;
determining, by the processor (112), an elapsed time to complete the identified one or more terminal states of the at least one customer, based on one or more time-stamps associated with the one or more terminal states;
analyzing, by the processor (112), at least one customer expectation for each terminal state from the elapsed time, based on a pre-defined threshold time for each of the terminal state, wherein the customer expectation is analyzed using at least one of one or more Net Promoter Scores (NPS) scores and future engagement of the at least one customer;
identifying, by the processor (112), for each terminal state, at least one customer in pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state;
determining, by the processor (112), for each terminal state, pain units for each customer based on the analyzed at least one customer expectation;
determining, by the processor (112), an amount of a repeat order in a second month for no pain units and the pain units for the at least one customer;
computing, by the processor (112), a severity of an intuitive customer experience, based on the determined amount of the repeat order in the second month for no pain units and the pain units, wherein the severity corresponds to a relative quantum of impact in the future engagement of the at least one customer for each terminals state; and
recommending, by the processor (112), one or more user-oriented actions to be performed based on the computed severity of the intuitive customer experience.
2. The method as claimed in claim 1, further comprises:
analyzing, by the processor (112), a Life Time Value LTV of the at least one customer;
modifying, by the processor (112), one or more policies for each terminal states, to enhance customer experience, based on the analyzed LTV of the at least one customer; and
reassessing, by the processor (112), the pre-defined threshold time for each terminal states, based on the modified one or more policies.

3. The method as claimed in claim 1, wherein the one or more terminal states correspond to one or more touchpoints for a given order placed in the first month.

4. The method as claimed in claim 1, wherein the at least one customer in pain corresponds to exceeding of the elapsed time for each terminal state than the customer expectation.

5. A system (110) for managing an intuitive customer experience in an electronic commerce (e-commerce) environment, the system (110) comprising:
a processor (112);
a memory (116) coupled to the processor (112), wherein the memory (116) comprises processor-executable instructions, which on execution, causes the processor (112) to:
identify, for an order placed in a first month, one or more terminal states of at least one customer in the e-commerce environment;
determine an elapsed time to complete the identified one or more terminal states of the at least one customer, based on one or more time-stamps associated with the one or more terminal states;
analyze at least one customer expectation for each terminal state from the elapsed time, based on a pre-defined threshold time for each of the terminal state, wherein the customer expectation is analyzed using at least one of one or more Net Promoter Scores (NPS) scores and future engagement of the at least one customer;
identify, for each terminal state, at least one customer in pain from a start of the terminal state to an end of the terminal state, based on at least one customer expectation for each terminal state;
determine for each terminal state, pain units for each customer based on the analyzed at least one customer expectation;
determine an amount of a repeat order in a second month for no pain units and the pain units for the at least one customer;
compute a severity of an intuitive customer experience, based on the determined amount of the repeat order in the second month for no pain units and the pain units, wherein the severity corresponds to a relative quantum of impact in the future engagement of the at least one customer for each terminals state; and
recommend one or more user-oriented actions to be performed based on the computed severity of the intuitive customer experience.

6. The system (110) as claimed in claim 5, wherein the processor (112) is further configured to:
analyze a Life Time Value LTV of the at least one customer;
modify one or more policies for each terminal states, to enhance customer experience, based on the analyzed LTV of the at least one customer; and
reassess the pre-defined threshold time for each terminal states, based on the modified one or more policies.

7. The system (110) as claimed in claim 5, wherein the one or more terminal states correspond to one or more touchpoints for a given order placed in the first month.
8. The system (110) as claimed in claim 5, wherein the at least one customer in pain corresponds to exceeding of the elapsed time for each terminal state than the customer expectation.