Patent Document ID: 8615419
Application ID: 12116228

Base Claim:
1. A method for calculating an interaction churn score in an organization with which the customer has an interaction, the method comprising: receiving a plurality of categories, each category characterized by an at least one parameter of a voiced expression; capturing or logging the interaction using a capturing or logging component; based on a determined relation of data of the interaction to churning, categorizing the interaction into at least one churning category out of a total number of categories according to an extent to which the data of the interaction belongs to the least one churning category, and determining a number of churning categories into which the interaction is categorized; and determining an interaction churn score for the interaction, wherein the interaction churn score comprises a term directly related to the number of churning categories the interaction is categorized into and inversely related to the total number of churning categories based on a formula as: 
 A *(maximal score for a churning category)+ B *((the number of churning categories into which the interaction is categorized)/(the number of churning categories)*100), wherein A and B are coefficients that satisfy a condition of A+B=1; and wherein capturing or logging the interaction and determining an interaction churn score for the interaction are carried out using a computing platform provisioned with a memory device.

---

Claim 12:
12. The method of claim 1 wherein the interaction is categorized into at least two categories.