Patent ID: 8452841

Claim:
One or more non-transitory computer-readable media storing computer-executable instructions which, when executed by a processor on a computer system, perform a method for initiating text chat for at-risk customers, the method using an electronic information processing platform, the method comprising: identifying a behavior that indicates whether a customer is at risk to close an account with an entity, the behavior corresponding to a threshold level of at least one of: transferring money out of one or more accounts; pending maturity of one or more accounts; customer service requests; internal to external transfers; search queries related to closing accounts; or customer service request emails; monitoring a customer's online website navigation to determine whether the customer's online website navigation includes the identified behavior; and in response to a determination that the customer's online website navigation includes the identified behavior, initiating a text chat with the customer; wherein: the text chat is directed to reducing a risk that the customer will close an account.