Lapse predicting tool and scoring mechanism to triage customer retention approaches

A computer executed method comprising:

• determining, by a server, a cash flow value associated with a product dataset, the product being issued to a customer based on execution of a heuristic computer-generated model, wherein the heuristic computer-generated model is generated based at least from data collected from a database of one or more users of a plurality of users having a performance value greater than a pre-determined threshold value, wherein the computer-generated model is configured to utilize a support vector machine algorithm to emulate the one or more users having the performance value greater than a pre-determined threshold value;
• wherein the server periodically update the heuristic computer-generated model based on modification of information regarding the one or more users having the performance value greater than the pre-determined threshold value, wherein the server periodically queries the database to determine modification information, whereby the heuristic computer-generated model improves quality of an output of the emulation with each instance of updating the heuristic computer-generated model;
• re-generating, by the server, the product dataset for the customer by applying the policy dataset on the updated computer-generated model;
• determining, by the server, a value of retention by comparing the determined flow value associated with the customer and a value ascribed to the customer after re-generating the policy dataset;
• generating, by the server, a client score for the customer based upon the value of retention for the customer;
• receiving, by the server in connection with a call center, a call from the customer;
• identifying, by the server, the customer based on a unique identifier associated with the call;
• and
• during the call and while a representative is interacting with the customer, presenting, by the server, the client score corresponding to the customer identified based on the unique identifier to the representative.

A system comprising:

• a server comprising:
• a value engine of the server configured to query one or more internal and external databases comprising data of a plurality of users and customers to retrieve policy information corresponding to each of the plurality of customers and determine a cash flow value for a policy dataset held by each of the plurality of customers, wherein the one or more external databases comprises unstructured data;
• an analytical engine of the server configured to generate a heuristic computer-generated model based at least on data corresponding to a performance value of one or more users of the plurality of users, the heuristic computer-generated model configured to utilize a support vector machine algorithm to emulate the one or more users having the performance value greater than a pre-determined threshold value and periodically update the computer-generated model based on modification of information regarding the one or more users having the performance value greater than the pre-determined threshold value, wherein the analytical engine of the server periodically queries the internal database and the external database to determine modification information, whereby the heuristic computer-generated model improves quality of an output of the emulation with each instance of updating the heuristic computer-generated model;
• a triaging engine of the server configured to re-generate the policy dataset for each of the one or more customers based by applying the policy dataset to the updated computer-generated model, determine a value of retention by comparing the determined flow value associated with each of the one or more customers and a value ascribed to each of the one or more customers after re-generating the policy dataset, generate a client score for each of the one or more customers based upon the value of retention for each of the one or more customers;
• receive a call from a first customer of the one or more customers;
• identify the first customer based on a unique identifier associated with the call;
• and during the call and while a representative is interacting with the first customer, present the client score corresponding to the first customer identified based on the unique identifier to the representative.