Techniques are presented herein that support, within a contact center, an automated solution that addresses two important scenarios – first, the case of a customer who abandons their call to a contact center and second, the case of a customer who remains unsatisfied with their last interaction with a contact center. Aspects of the presented techniques employ natural language processing (NLP)-based models and leverage call interaction records to determine if a caller was satisfied with their last contact center interaction. If the caller was not satisfied, then the caller may be contacted through a proactive outbound message or voice call. Further aspects of the presented techniques leverage a caller’s previous interactions and business transactions to allow a contact center agent to better handle the customer. When applied, the presented techniques can contribute significantly to the ongoing challenge of a business retaining its customers.

Creative Commons License

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.