UC-322
Churn Signals to Retention Call Queue
Watches call mood and account signals together, then lines up a retention call with a suggested conversation and a pre-approved offer.
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The Challenge
Customers rarely leave without warning, but the warnings sit in separate places: unhappier calls in one system, an approaching maturity or shrinking activity in another. Nobody sees the two turn bad together.
How It Works
- Reads call sentiment history alongside maturity dates, account activity and recent complaints.
- Scores departure risk when conversational and account signals worsen together, with the reason.
- Books a retention call with a suggested conversation and offer, then learns from outcomes.
What It Removes
- Warning signs read in separate systems
- Attrition risk landing as a number, not an action
- Retention offers improvised at the point of call
Input Data RequirementsCall analytics output, customer records, loan maturity dates and account activity, approved offer list with limits, retained and lapsed outcomes
Output FormatDaily ranked at-risk list with plain-language reasons, ready-made retention call with suggested conversation and offer, holdout-measured save report
“We reach the customer weeks before they walk, with something worth offering and a reason to offer it.”