PREDICTING A LIKELIHOOD OF CUSTOMER SERVICE INTERACTIONS
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United States of America Patent
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app pub date -
Jul 2, 2014
filing date -
Jul 2, 2014
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Abstract
A device and method may predict the likelihood of a customer service interactions. The method may include selecting a plurality of customer accounts, and determining events over at least one predetermined time period that are associated with each customer account from the selected customer accounts. The method may include determining risk values associated with the determined events, and generating a combined risk score for each customer account based upon the associated risk values. The method may further include assigning, for each customer account, a risk level associated with a likelihood of each customer interacting with a service representative. The method may also include determining that the risk level assigned to a customer account indicates a high likelihood of a customer interacting with a service representative, and then performing an action to automatically reduce the likelihood of the customer interacting with a service representative.
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