SYSTEM AND METHOD FOR PREDICTING CUSTOMER CHURN
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United States of America Patent
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app pub date -
Nov 8, 2011
filing date -
May 7, 2008
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Abstract
A computerized method of predicting customer churn from an organization, including: receiving at a computer server a recorded customer interaction with an agent of the organization; analyzing the received customer interaction to extract basic features that provide an indication regarding the churn probability of the customer; extracting the entity information of the customer from the recorded interaction; retrieving from a database accessible by the server previous interactions for the same entity and extracting advanced features that provide an indication regarding the churn probability of the customer by comparing multiple interactions of the same entity; predicting a churn probability for the received interaction by applying a statistical customer churn model to the extracted basic features and extracted advanced features; and wherein the interaction and the previous interactions are recordable from more than one type of communication channel by which the customer can communicate with the organization.
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