Patent ID: 8521572

Claim:
A computer-implemented method for managing customer activity in a call center, the method comprising: monitoring, by a computer system, event data; filtering, by the computer system, the event data into an event data set associated with a single specific customer; creating, by the computer system, a context for the single specific customer based on the event data set; performing, by the computer system, a probabilistic assessment of an occurrence related to the single specific customer, based on the context, wherein the probabilistic assessment of the occurrence is representative of a likelihood that the single specific customer will initiate contact with the call center; determining, by the computer system, an action based on the probabilistic assessment, wherein the action comprises one of: a phone call to the single specific customer, an electronic communication to the single specific customer, a change to a customer account, and an electronic communication to an operational system; and initiating, by the computer system, the action.