Patent ID: 8825513

Claim:
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: determining a formula of the predictive model for scoring the users based on the usage profiles, and calculating an initial retention value threshold of the predictive model for comparing an output of the formula to predict cancellation probability; 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.