Abstract: A method, non-transitory computer-readable storage device, and apparatus for promoting adoption of an automated communication channel. For example, the method collects data from a plurality of communication channels related to a plurality of touchpoints, determines at least one journey from the plurality of touchpoints, determines a current state of a user for the at least one journey, determines that a next touchpoint for the at least one journey leads to a human interaction from the current state, and interacts with an endpoint device of the user via an automated communication channel.

Abstract: A method, non-transitory computer-readable storage device, and apparatus for creating a customer care service. For example, the method collects customer care data from a plurality of communication channels related to a plurality of touchpoints, processes the customer care data from the plurality of communication channels, stitches the customer care data that has been processed into stitched customer care data, and applies the stitched customer care data to implement a customer care service.

Abstract: A method, non-transitory computer-readable storage device, and apparatus for providing a proactive customer care service. For example, the method collects data from a plurality of communication channels related to a plurality of touchpoints, determines a plurality of journeys from the plurality of touchpoints, where at least one of the plurality of journeys is classified as a negative journey, determines a start of the negative journey by a user, and interacts with an endpoint device of the user before a next touchpoint for the negative journey is reached by the user.

Abstract: A method, non-transitory computer-readable storage device, and apparatus for determining a root cause for a customer contact or a journey. For example, the method collects data from a plurality of communication channels related to a plurality of touchpoints, determines a plurality of journeys from the plurality of touchpoints, determines a cost for each of the plurality of journeys, selects one journey from the plurality of journeys to determine a root cause for the one journey, wherein the one journey is selected based on the cost calculated for the one journey and a number of traversals for the one journey, determines the root cause for the one journey, and generates a recommendation of a remedial action to address the root cause for the one journey.

Abstract: A method, non-transitory computer-readable storage device, and apparatus for promoting adoption of an automated communication channel. For example, the method collects data from a plurality of communication channels related to a plurality of touchpoints, determines at least one journey from the plurality of touchpoints, determines a current state of a user for the at least one journey, determines that a next touchpoint for the at least one journey leads to a human interaction from the current state, and interacts with an endpoint device of the user via an automated communication channel.