System and method for proactive intervention to reduce high cost channel usage

A non-transitory computer readable medium including one or more sequences of instructions that, when executed by one or more processors, cause a computing system to perform operations comprising:

• monitoring, by the computing system, user activity of a user with a server of an organization via a remote client device;
• predicting, by the computing system using a prediction model, a future action to be taken by the user based on the monitored user activity;
• determining, by the computing system, that the predicted future action corresponds to a future inquiry to be made by the user via a call center service communication channel;
• determining, by the computing system, based on a solution model, a proposed solution to the predicted future action, wherein the proposed solution addresses the future inquiry to be made by the user via the call center service communication channel;
• determining, by the computing system, an alternate communication channel to provide the proposed solution to the user, wherein the alternate communication channel is an electronic messaging channel or a text messaging channel;
• and
• diverting, by the computing system, the user away from the call center service communication channel for the future inquiry by generating a preemptive message to be transmitted to the user via the alternate communication channel before the user accesses the call center service communication channel for the future inquiry, the preemptive message comprising an indication of the proposed solution, and transmitting the preemptive message to the user via the alternate communication channel.

A system comprising:

• one or more processors;
• and
• a memory having programming instructions stored thereon, which, when executed by the one or more processors, cause the system to perform one or more operations comprising:
• receiving one or more streams of user activity of a user with a server of an organization via a remote client device;
• inputting the one or more streams of user activity into a prediction model configured to predict, based on the user activity, a future action to be taken by the user;
• determining, based on a prediction output from the prediction model, that the predicted future action corresponds to a future inquiry to be made by the user via a call center service communication channel;
• determining based on a solution model, a proposed solution to the predicted future action, wherein the proposed solution addresses the future inquiry to be made by the user via the call center service communication channel;
• determining an alternate communication channel to provide the proposed solution to the user, wherein the alternate communication channel is an electronic messaging channel or a text messaging channel to provide the proposed solution to the user;
• and
• diverting the user away from the call center service communication channel for the future inquiry by generating a preemptive message to be transmitted to the user via the alternate communication channel before the user accesses the call center service communication channel for the future inquiry, the preemptive message comprising an indication of the proposed solution, and transmitting the preemptive message to the user via the alternate communication channel.