AI to transform navigation data into CX optimizations

The challenge

Digital journeys generate a large volume of navigation and interaction events. In isolation, these events say little about the user experience. The challenge was to reconstruct behaviors, identify abandonment or friction points, and transform technical data into useful information for product and experience teams.

The solution developed

CISP1 developed an application that structures digital events, reconstructs navigation sequences, and uses analytical models to identify patterns, disruptions, and unexpected behaviors. The solution organizes similar occurrences and highlights points that deserve investigation, allowing experience and product teams to direct analysis to situations with greater operational relevance.

How the application works

• Receives navigation and digital interaction events.
• Reconstructs journeys and behavior sequences.
• Identifies patterns, disruptions, and friction points.
• Groups similar occurrences and prioritizes analyses.
• Presents insights for investigation and improvement of the experience.

Value for the operation

• Increases the capacity to interpret large volumes of digital events.
• Accelerates the identification of friction points.
• Helps prioritize user experience analyses.
• Creates an objective base for the evolution of digital journeys.

Capabilities applied