System, method, and computer program for proactively identifying and addressing customer needs

A method, comprising:

• detecting a first event associated with a customer within a system;
• predicting that the detected first event will have a predetermined impact on the customer;
• storing within the system information associated with the detected event, including an indication of one or more products and services associated with the event, a description of the event, and an identification of the customer that is predicted to be negatively impacted;
• identifying one or more interactions between the customer and a customer care representative that are associated with the first event, including at least one of:
• a telephone call between the customer and the customer care representative, an e-mail between the customer and the customer care representative, and an online instant message exchange between the customer and the customer care representative;
• storing a record of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event;
• detecting a plurality of after-effects associated with the first event, the plurality of after-effects including the performance of one or more actions by the user that had not been performed by the user before the first event and the failure of the user to perform one or more actions performed a plurality of times by the user before the first event;
• storing information associated with the plurality of detected after-effects associated with the first event, the information including a description of each of the plurality of detected after-effects;
• predicting a customer need associated with the customer when a second event occurs after the first event, utilizing the stored information associated with the detected first event, the stored records of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event, and the stored information associated with the plurality of detected after-effects associated with the first event;
• and
• automatically taking a proactive action, by a subsystem, to address the predicted customer need associated with the customer, utilizing a hardware processor.

A system comprising:

• a memory system;
• and
• one or more processing cores coupled to the memory system and that are each configured for:
• detecting a first event associated with a customer within a system;
• predicting that the detected first event will have a predetermined impact on the customer;
• storing within the system information associated with the detected event, including an indication of one or more products and services associated with the event, a description of the event, and an identification of the customer that is predicted to be negatively impacted;
• identifying one or more interactions between the customer and a customer care representative that are associated with the first event, including at least one of:
• a telephone call between the customer and the customer care representative, an e-mail between the customer and the customer care representative, and an online instant message exchange between the customer and the customer care representative;
• storing a record of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event;
• detecting a plurality of after-effects associated with the first event, the plurality of after-effects including the performance of one or more actions by the user that had not been performed by the user before the first event and the failure of the user to perform one or more actions performed a plurality of times by the user before the first event;
• storing information associated with the plurality of detected after-effects associated with the first event, the information including a description of each of the plurality of detected after-effects;
• predicting a customer need associated with the customer when a second event occurs after the first event, utilizing the stored information associated with the detected first event, the stored records of each of the identified one or more interactions between the customer and the customer care representative that are associated with the first event, and the stored information associated with the plurality of detected after-effects associated with the first event;
• and
• automatically taking a proactive action to address the predicted customer need associated with the customer.