Patent ID: 8825513
Filing Date: 2014-09-02
Classification: G06Q

Abstract:
1. A method to process cancellation requests, comprising: generating, by a computer processor, a predictive model representing historical cancellation statistics as a function of usage profiles of users requesting cancellation to an online service, wherein generating the predictive model comprises: receiving, by the computer processor and from a first user, a first request to cancel a first subscription to the online service; calculating, by the computer processor in response to the first request, a first retention value score of the first user using the formula based on a first usage profile of the first user interacting with the online service; adjusting, by the computer processor in response to the first request, the initial retention value threshold to generate a first retention value threshold based on a first number of users requesting cancellation who have been directed to support agents within a pre-determined time window prior to receiving the first request; and sending, by the computer processor and in response to the first retention value score exceeding the first retention value threshold, a message to the first user to direct the first user to the support agents to discuss cancelling the first subscription.