SYSTEM, METHOD, AND COMPUTER PROGRAM FOR PROACTIVE CUSTOMER CARE UTILIZING PREDICTIVE MODELS

A system, method, and computer program product are provided for proactive customer care utilizing predictive models. In use, historical data associated with a plurality of customers of a service provider is identified. Further, at least one first predictive model is generated based on the historical data associated with the plurality of customers, the at least one first predictive model indicating a propensity of each of the plurality of customers to call a call center associated with the service provider. Additionally, a portion of the plurality of customers are proactively notified based on call propensity information associated with the at least one first predictive model, in response to identifying at least one customer issue associated with the plurality of customers, the portion of the plurality of customers including customers identified as persuadable customers based on the at least one first predictive model. Furthermore, a behavior of the plurality of customers is monitored. In addition, at least one second predictive model is generated, based at least in part on the behavior of the plurality of customers.