System, method, and computer program for proactively identifying and addressing customer needs

Patent metadata

Field	Value
Publication number	US-10096029-B1
Application number	US-201615077856-A
Country	US
Kind code	B1
Filing date	Mar 22, 2016
Priority date	May 27, 2013
Publication date	Oct 9, 2018
Grant date	Oct 9, 2018

Abstract

A system, method, and computer program product are provided for proactively identifying and addressing customer needs. In use, at least one customer need for at least one customer is predicted, based, at least in part, on information associated with the one or more detected customer care request triggering events, information associated with the one or more customer care interactions, and information associated with the one or more after-effects.

First claim

What is claimed is:

1. A computer program product embodied on a non-transitory computer readable medium, comprising computer code for:
detecting a first event associated with a customer within a system;
predicting that the detected first event will have a predetermined impact on the customer;
storing within the system information associated with the detected event, including an indication of one or more products and services associated with the event, a description of the event, and an identification of the customer that is predicted to be negatively impacted;
identifying one or more interactions between the customer and a customer care representative that are associated with the first event, including at least one of: a telephone call between the customer and the customer care representative, an e-mail between the customer and the customer care representative, and an online instant message exchange between the customer and the customer care representative;
storing a record of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event;
detecting a plurality of after-effects associated with the first event, the plurality of after-effects including the performance of one or more actions by the user that had not been performed by the user before the first event and the failure of the user to perform one or more actions performed a plurality of times by the user before the first event;
storing information associated with the plurality of detected after-effects associated with the first event, the information including a description of each of the plurality of detected after-effects;
predicting a customer need associated with the customer when a second event occurs after the first event, utilizing the stored information associated with the detected first event, the stored records of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event, and the stored information associated with the plurality of detected after-effects associated with the first event; and
automatically taking a proactive action, by a subsystem, to address the predicted customer need associated with the customer.

2. The computer program product of claim 1 , wherein the first event includes a deviation from an expected behavior of the customer, based on historical data associated with the customer.

3. The computer program product of claim 1 , wherein the first event includes a service becoming unavailable to the customer.

4. The computer program product of claim 1 , wherein the event includes a receipt of an abnormally high bill by the customer.

5. The computer program product of claim 1 , wherein the one or more interactions between the customer and the customer care representative that are associated with the first event include at least one telephone call between the customer and the customer care representative.

6. The computer program product of claim 1 , wherein the one or more interactions between the customer and the customer care representative that are associated with the first event include at least one e-mail between the customer and the customer care representative.

7. The computer program product of claim 1 , wherein the one or more interactions between the customer and the customer care representative that are associated with the first event include at least one online instant message exchange between the customer and the customer care representative.

8. The computer program product of claim 1 , wherein the plurality of detected after-effects include cancellation of a data plan by the customer.

9. The computer program product of claim 1 , wherein the plurality of detected after-effects include cessation of sending text messages by the at least one customer.

10. The computer program product of claim 1 , wherein the predicted customer need includes a need to resolve an issue the customer is having with a service.

11. The computer program product of claim 1 , wherein the predicted customer need includes a need to resolve an issue with a charge.

12. The computer program product of claim 1 , wherein the predicted customer need includes a need to resolve an issue with a device.

13. The computer program product of claim 1 , further comprising computer code for assigning at least one of a severity level and a priority level to the customer need.

14. A method, comprising:
detecting a first event associated with a customer within a system;
predicting that the detected first event will have a predetermined impact on the customer;
storing within the system information associated with the detected event, including an indication of one or more products and services associated with the event, a description of the event, and an identification of the customer that is predicted to be negatively impacted;
identifying one or more interactions between the customer and a customer care representative that are associated with the first event, including at least one of: a telephone call between the customer and the customer care representative, an e-mail between the customer and the customer care representative, and an online instant message exchange between the customer and the customer care representative;
storing a record of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event;
detecting a plurality of after-effects associated with the first event, the plurality of after-effects including the performance of one or more actions by the user that had not been performed by the user before the first event and the failure of the user to perform one or more actions performed a plurality of times by the user before the first event;
storing information associated with the plurality of detected after-effects associated with the first event, the information including a description of each of the plurality of detected after-effects;
predicting a customer need associated with the customer when a second event occurs after the first event, utilizing the stored information associated with the detected first event, the stored records of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event, and the stored information associated with the plurality of detected after-effects associated with the first event; and
automatically taking a proactive action, by a subsystem, to address the predicted customer need associated with the customer, utilizing a hardware processor.

15. The method of claim 14 , wherein the one or more interactions between the customer and the customer care representative that are associated with the first event include at least one telephone call between the customer and the customer care representative.

16. The method of claim 14 , wherein the one or more interactions between the customer and the customer care representative that are associated with the first event include at least one e-mail between the customer and the customer care representative.

17. The method of claim 14 , wherein the one or more interactions between the customer and the customer care representative that are associated with the first event include at least one online instant message exchange between the customer and the customer care representative.

18. The method of claim 14 , wherein the plurality of detected after-effects include cancellation of a data plan by t

Assignees

• Amdocs Development Ltd

Inventors

• Hanson Craig Dean
• O'Hara Joseph Patrick
• Gounder Shanmugam Chinnappa

Classifications

• G06Q10/04

  Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" (market predictions or forecasting for commercial activities G06Q30/0202) · CPC title

• H04M15/46

  Real-time negotiation between users and providers or operators · CPC title

• H04M3/5183

  Call or contact centers with computer-telephony arrangements · CPC title

• G06Q30/016 Primary

  After-sales · CPC title

• H04M2203/551

  Call history · CPC title