Patent ID: 8630892
Filing Date: 2014-01-14
Classification: G06Q

Abstract:
1. A method for analyzing customer propensity to churn, comprising: defining a maximum contact intensity parameter that provides a decision threshold for determining how to categorize customer interactions; accessing a database of customer interaction data that represents interactions of a customer with a service provider; analyzing, by a computer processor in communication with the database, the customer interaction data to create a customer experience block for the customer, the customer experience block capturing, from the customer interaction data, a first contact to resolved contact interaction sequence of the customer with the service provider, where the processor creates the customer experience block by: saving the customer experience block in a unified service analytic record where the block index distinguishes between multiple different customer experience blocks for different customers in the unified service analytic record; determining an interaction metric that is specific to a particular customer contact interaction in the first contact to resolved contact interaction sequence; determining a block metric derived from all customer contact interactions in the first contact to resolved contact interaction sequence; submitting the unified service analytic record, interaction metric and block metric to a churn prediction model; and receiving a customer churn analysis result from the churn prediction model.