Patent Document ID: 9467567
Application ID: 14244833
Patent Status: 1

Claim One:
1. A computer program product embodied on a non-transitory computer readable medium, comprising: computer code for identifying, by a hardware processor of a service provider, historical data indicating customer calls to a call center of the service provider by a plurality of customers of the service provider; computer code for generating, by the hardware processor of the service provider based on the historical data, at least one first predictive model indicating a propensity of each of the plurality of customers to call the call center of the service provider; computer code for identifying, by the hardware processor of the service provider, at least one issue for the plurality of customers with a service provided by the service provider; computer code for determining, by the hardware processor of the service provider, a call propensity threshold; computer code, responsive to identifying the at least one issue, for determining, by the hardware processor of the service provider from the first predictive model, a first portion of the plurality of customers having a propensity to call the call center as a result of the at least one issue that is higher than the call propensity threshold; computer code for proactively notifying the first portion of the plurality of customers, by the hardware processor of the service provider; computer code for monitoring, by the hardware processor of the service provider, a behavior of the plurality of customers to determine whether each of the plurality of customers called the call center after the hardware processor of the service provider proactively notified the first portion of the plurality of customers; computer code for generating, by the hardware processor of the service provider, at least one second predictive model, based at least in part on the determination of whether each of the plurality of customers called the call center after the hardware processor of the service provider proactively notified the first portion of the plurality of customers; and computer code for determining, by the hardware processor of the service provider from the at least one second predictive model, a second portion of the plurality of customers to proactively notify; computer code for proactively notifying the second portion of the plurality of customers, by the hardware processor of the service provider.