公开(公告)号：US09467567B1

公开(公告)日：2016-10-11

申请号：US14244833

申请日：2014-04-03

Applicant: Amdocs Software Systems Limited

Inventor： Gilad Barkan ,  Yaniv Yassour ,  Jose Pedro Sarmento Fernandes ,  Sergio Gonzalez Sanz

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/51 ,  G06Q10/06 ,  H04M2203/551 ,  H04M2203/556

Abstract: A system, method, and computer program product are provided for proactive customer care utilizing predictive models. In use, historical data associated with a plurality of customers of a service provider is identified. Further, at least one first predictive model is generated based on the historical data associated with the plurality of customers, the at least one first predictive model indicating a propensity of each of the plurality of customers to call a call center associated with the service provider. Additionally, a portion of the plurality of customers are proactively notified based on call propensity information associated with the at least one first predictive model, in response to identifying at least one customer issue associated with the plurality of customers, the portion of the plurality of customers including customers identified as persuadable customers based on the at least one first predictive model. Furthermore, a behavior of the plurality of customers is monitored. In addition, at least one second predictive model is generated, based at least in part on the behavior of the plurality of customers.

Abstract translation: 提供系统，方法和计算机程序产品，用于使用预测模型进行主动客户关怀。 在使用中，识别与服务提供商的多个客户相关联的历史数据。 此外，基于与多个客户相关联的历史数据生成至少一个第一预测模型，所述至少一个第一预测模型指示多个客户中的每一个呼叫与服务提供商相关联的呼叫中心的倾向。 此外，响应于识别与多个客户相关联的至少一个客户问题，多个客户的一部分，基于与至少一个第一预测模型相关联的呼叫倾向信息主动地通知多个客户的一部分 包括基于至少一个第一预测模型识别为有说服力的客户的客户。 此外，监视多个客户的行为。 另外，至少部分地基于多个客户的行为来生成至少一个第二预测模型。