System, method, and computer program for preventing excessive customer care

A method, comprising:

• monitoring, by a system, one or more service provider systems for proactive care actions taken by the one or more service provider systems to resolve issues of a plurality of customers;
• detecting, by the system from the monitoring, one or more of the proactive care actions taken by the one or more service provider systems to resolve a particular issue associated with a particular customer of the plurality of customers;
• storing, by the system, information associated with the detected one or more proactive care actions, the information associated with the detected one or more proactive care actions including:
• a recording of each proactive care action of the detected one or more proactive care actions,
• a date associated with each proactive care action of the detected one or more proactive care actions, and
• an identification of the particular customer;
• identifying, by the system, one or more proactive customer care interactions associated with the detected one or more proactive care actions, the one or more proactive customer care interactions including correspondence between the particular customer and a customer care representative;
• storing, by the system, information associated with the one or more proactive customer care interactions, the information associated with the one or more proactive customer care interactions including:
• a recording of each proactive customer care interaction of the proactive customer care interactions,
• a date associated with each proactive customer care interaction of the proactive customer care interactions, and
• an identification of the particular customer;
• detecting, by the system, one or more self-service click through events associated with the detected one or more proactive care actions, the one or more self-service click through events being performed by the particular customer through a computer program to address the particular issue;
• storing, by the system, information associated with the detected one or more self-service click through events, the information associated with the detected one or more self-service click through events including:
• a recording of the self-service click through events, and
• a result of the self-service click through events including an indication of whether the particular customer received care needed to address the particular issue;
• identifying, by the system, at least one customer care policy of a service provider associated with the one or more service provider systems, the at least one customer care policy dictating conditions in which taking an additional proactive care action would result in over-care for the particular issue of the particular customer;
• determining, by the system, whether the conditions of the customer care policy are met;
• when the system determines that the conditions in which the additional proactive care action would result in over-care for the particular issue of the particular customer are met, not implementing, by the system, the additional proactive care action to address the particular issue of the particular customer;
• and
• when the system determines that the conditions in which the additional proactive care action would result in over-care for the particular issue of the particular customer are not met, implementing, by the system, the additional proactive care action to address the particular issue of the particular customer.

A system comprising:

• a memory system;
• and
• one or more processing cores coupled to the memory system and that are each configured to:
• monitor one or more service provider systems for proactive care actions taken by the one or more service provider systems to resolve issues of a plurality of customers;
• detect, from the monitoring, one or more of the proactive care actions taken by the one or more service provider systems to resolve a particular issue associated with a particular customer of the plurality of customers;
• store information associated with the detected one or more proactive care actions, the information associated with the detected one or more proactive care actions including:
• a recording of each proactive care action of the detected one or more proactive care actions,
• a date associated with each proactive care action of the detected one or more proactive care actions, and
• an identification of the particular customer;
• identify one or more proactive customer care interactions associated with the detected one or more proactive care actions, the one or more proactive customer care interactions including correspondence between the particular customer and a customer care representative;
• store information associated with the one or more proactive customer care interactions, the information associated with the one or more proactive customer care interactions including:
• a recording of each proactive customer care interaction of the proactive customer care interactions,
• a date associated with each proactive customer care interaction of the proactive customer care interactions, and
• an identification of the particular customer;
• detect one or more self-service click through events associated with the detected one or more proactive care actions, the one or more self-service click through events being performed by the particular customer through a computer program to address the particular issue;
• store information associated with the detected one or more self-service click through events, the information associated with the detected one or more self-service click through events including:
• a recording of the self-service click through events, and
• a result of the self-service click through events including an indication of whether the particular customer received care needed to address the particular issue;
• identify at least one customer care policy of a service provider associated with the one or more service provider systems, the at least one customer care policy dictating conditions in which taking an additional proactive care action would result in over-care for the particular issue of the particular customer;
• determine whether the conditions of the customer care policy are met;
• when the system determines that the conditions in which the additional proactive care action would result in over-care for the particular issue of the particular customer are met, not implementing the additional proactive care action to address the particular issue of the particular customer;
• and
• when the system determines that the conditions in which the additional proactive care action would result in over-care for the particular issue of the particular customer are not met, implementing the additional proactive care action to address the particular issue of the particular customer.