An agent can provide customized service (e.g., treatment) to a customer based on the cohort(s) of which the customer is a member. The treatment that a customer receives can be based on treatments associated with the group, or the customer can receive personalized treatment if detailed personalization information based on customer-specific attributes of the customer has been received and stored.
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Harris, Vanessa; Porebski, Melinda; Berg, Michael; Chaturvedi, Sneha; Croll, Nicholas; Katragadda, Geetika; Feld, Brandon; Redda, Merhawi; Lu, David; Tucker, Joshua; and Chen, Ping, "Differentiated and Personalized Customer Support", Technical Disclosure Commons, (November 17, 2016)