公开(公告)号：US20180121846A1

公开(公告)日：2018-05-03

申请号：US15342882

申请日：2016-11-03

Applicant: Interactive Intelligence Group, Inc.

Inventor： Aaron I. Bickell

IPC: G06Q10/06 ,  G06Q30/00

CPC classification number: G06Q10/0635 ,  G06Q30/01

Abstract: A system and method are presented for determining moderate customer dissatisfaction in an external contact and organization repository system. Information may be pulled from multiple systems and combined to provide a corpus that may be examined for indicators of moderate customer dissatisfaction, such as a medium call volume, a plurality of medium priority tickets, upcoming contract renewal, a plurality of mediocre customer experiences, and usage data. A threshold may be used to determine if the customer is a flight risk. If a moderately dissatisfied customer is identified, actions may be proactively taken to lower the risk of the customer closing their account.