At a glance
Records every customer interaction and serves in-app banners and engagement data.
Key data
Receives from
- All channels
- CRM
Sends to
- CRM
- Campaigns
- Analytics
How it works
The main steps, end to end.
- 1Capture interaction events from every channel
- 2Store them against the customer
- 3Query the full interaction history
- 4Serve targeted banners
- 5Feed engagement insight to CRM and campaigns
Core Capabilities
What Customer Interaction Management provides
Interaction Storage
- Stores structured records of all customer interaction events
- Interaction types: service activation, plan change, payment, notification sent, login
- Each interaction linked to subscriber account and timestamp
- Interactions consumed from async event bus — no direct API calls from source services
- Provides queryable history of all account-level events
Banner & Alert Management
- Stores subscriber-specific banners for display in self-care and care portals
- Banner types: service notice, overdue billing, promotional offer, KYC reminder
- Banners updated by batch jobs based on account state changes
- Banner state: Active, Dismissed, Expired — per account
Case Management
- Creates and manages service interaction cases for complex enquiries
- Case linked to one or more tickets from Ticket Management
- Case timeline shows all related events, tickets and agent notes
- Supports multi-touch resolution across channels and teams
Scheduler & Batch
- Scheduled jobs evaluate account state and update interaction banners
- Evaluates overdue billing, KYC expiry, promotional offer eligibility
- Runs on configurable schedule — independent of order or billing events
- Keeps interaction store up to date without real-time dependency
Interaction Query
- Exposes API for CRM to query interaction history per subscriber
- Returns timeline of events: orders, payments, notifications, logins
- Supports filtering by event type, date range and channel
- Provides 360-degree view of subscriber activity to support agents
Activity Analytics
- Aggregates interaction event data for operational reporting
- Counts event types per period: activations, cancellations, complaints
- Feeds into subscriber health dashboards for operations teams
- Provides input data for retention and churn risk models
Storage & Persistence
How and where InteractionManagement stores its data
Document Data Store
- Interaction event documents per subscriber per event type
- Banner state documents: active, dismissed, expired per account
- Case documents linking tickets to interaction threads
- Batch job state: last run timestamp and outcome
Search Index
- Interaction history search by subscriber and event type
- Date-range queries for 360-degree view in CRM
- Activity analytics aggregations per period
Async Event Bus
- Platform event subscriptions: order complete, payment, KYC
- Banner update triggers from billing and account state
- Case creation events from Ticket Management
Design Principles
Key architectural decisions behind Interaction Management
Event-driven Capture
Interaction records are created from platform events on the async event bus — not via direct API calls. Source services do not need to know about Interaction Management. This keeps the interaction store comprehensive without coupling every service to it.
Subscriber-contextual Banners
Banners in self-care and care portals are not hardcoded. They are generated from account state evaluation and stored per subscriber in the interaction store. Updating banner logic requires only a configuration change to the evaluation rules.
360-degree View for Agents
Care agents access the full interaction history in context within the CRM portal. Every order, payment, notification and interaction event for a subscriber is visible in a single timeline — reducing the need to check multiple systems during a care interaction.
Track customer mood across calls, chats and messages.
Find the interaction patterns that lead to complaints or churn.
More in 30 AI & ML use cases and AIOps for BSS.