Indian Journal of Computer Science

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Machine Learning Application in Analyzing Online Customer Journey


Affiliations
1 Senior Faculty (Data Science and Machine Learning), Manipal ProLearn (Manipal Academy of Higher Education - South Bangalore Campus), 3rd Floor, Salarpuria Symphony, 7, Service Road, Pragathi Nagar, Electronic City Post, Bengaluru - 560 100, India
2 Consultant, Arminus Software Private Limited, HSR Layout, Bengaluru - 560 102, India

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This is the era of internet which has given rise to multiple opportunities for online users to purchase from digital marketplaces. Understanding the consumer journey of users is important and it is also important to understand their behaviour in the online space. This is an attempt to analyze the behaviour of online users and to predict whether they will be purchasing or opting for a service based on the last touch-point they have accessed (whether it is a customer-initiated touchpoint or a company-initiated touchpoint).

Keywords

CIC, Customer Journey, E-Commerce, FIC, Machine Learning.

Manuscript Received: March 22, 2019; Revised: April 25, 2019; Accepted: April 28, 2019. Date of Publication: June 6, 2019.

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  • Machine Learning Application in Analyzing Online Customer Journey

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Authors

Subhabaha Pal
Senior Faculty (Data Science and Machine Learning), Manipal ProLearn (Manipal Academy of Higher Education - South Bangalore Campus), 3rd Floor, Salarpuria Symphony, 7, Service Road, Pragathi Nagar, Electronic City Post, Bengaluru - 560 100, India
Sampa Pal
Consultant, Arminus Software Private Limited, HSR Layout, Bengaluru - 560 102, India

Abstract


This is the era of internet which has given rise to multiple opportunities for online users to purchase from digital marketplaces. Understanding the consumer journey of users is important and it is also important to understand their behaviour in the online space. This is an attempt to analyze the behaviour of online users and to predict whether they will be purchasing or opting for a service based on the last touch-point they have accessed (whether it is a customer-initiated touchpoint or a company-initiated touchpoint).

Keywords


CIC, Customer Journey, E-Commerce, FIC, Machine Learning.

Manuscript Received: March 22, 2019; Revised: April 25, 2019; Accepted: April 28, 2019. Date of Publication: June 6, 2019.




DOI: https://doi.org/10.17010/ijcs%2F2019%2Fv4%2Fi3%2F146161