Call volume reduction based upon a propensity to call in connection with a reason code

A method comprising:

• identifying, by a processor of a telecommunication service provider network, a reason code associated with a plurality of calls from a plurality of customers to a customer call center;
• determining, by the processor, a set of shared traits among the plurality of customers, wherein the set of shared traits is based upon first network event data and first customer account data associated with the plurality of customers;
• determining, by the processor, a customer with a propensity to call score that exceeds a threshold score and with a customer profile that matches the set of shared traits, wherein the customer profile is based upon second network event data and second customer account data associated with the customer;
• and
• delivering, by the processor, a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.

A non-transitory computer-readable storage medium storing instructions which, when executed by a processor of a telecommunication service provider network, cause the processor to perform operations, the operations comprising:

• identifying a reason code associated with a plurality of calls from a plurality of customers to a customer call center;
• determining a set of shared traits among the plurality of customers, wherein the set of shared traits is based upon first network event data and first customer account data associated with the plurality of customers;
• determining a customer with a propensity to call score that exceeds a threshold score and with a customer profile that matches the set of shared traits, wherein the customer profile is based upon second network event data and second customer account data associated with the customer;
• and
• delivering a customer service content associated with the reason code to the customer via a communication modality that is determined for the customer.