Multi-Channel Silence Reactivation System

Abstract

This system monitors customer behavior across all contact channels in telecommunications operators, detecting multi-channel silence (digital inactivity) early and triggering proactive reactivation actions based on this. The system includes a unique engine that combines activity data from all channels—app, IVR, store visit, website, and customer service—into a single model, digitizing prolonged silence and interpreting this signal as a churn risk. It can be used by mobile and landline operators, MVNOs, digital service providers, and all organizations that manage multi-channel customer data.

Description

1 TARIFF Multi-Channel Silence Reactivation System Technical Area 5 The invention analyzes customer behavior across all contact channels for telecommunications operators. by monitoring and proactively detecting multi-channel silence (digital inactivity) early. Reactivation is related to a system that triggers an action. State of the Art 10 Today, telecommunications operators and similar service providers face the challenge of customer churn. Various analyses and campaigns to prevent (churn) and increase customer loyalty. It operates. Existing systems generally only use applications or call centers. like monitoring a single channel for activity; the customer's silence on other channels It is not seen. Churn detection usually occurs after subscription cancellation or complaint. It is happening; the proactive opportunity during the period of silence is being missed. 'Digital silence' The concept of immobility time is not included as a defined metric in existing systems; The scope cannot be measured. Different channels (physical store visits, app opening, etc.) It is not modeled to have a different meaning in terms of customer loyalty. If silence is detected... Even the channel, the content, and the timing of the intervention were systematically determined. It cannot be determined. The problems mentioned, which cannot be solved with the current technology, are related to the relevant... This has made it necessary to make an innovation in the technical field. Purpose of the Invention The present invention aims to eliminate the aforementioned disadvantages and introduce new technologies to the relevant technical field. It is related to a multi-channel silence reactivation system designed to bring advantages. The main purpose of the invention is to analyze customer behavior in telecommunication operators across all contacts. By monitoring through its channels, it detects multi-channel silence (digital stillness) early and The goal is to provide a system that triggers proactive reactivation action based on this. 30 Another purpose of the invention is for applications, IVR, store visits, websites, and customer service. a model that combines activity data from all channels, such as long-term silence The goal is to provide an engine that digitizes this signal and interprets it as a churn risk. 35 2 Another aim of the invention is to enable the customer, who becomes silent on all contact channels at once, to have no... The aim is to detect the silence without filing a complaint on the channel; the duration and extent of the silence (how many (in the channel) and by digitizing its depth, a comparable and trackable metric. The goal is to transform; multi-channel silence shows a high correlation with past churn incidents. It is predicted that this signal will provide an earlier and more reliable warning than single-channel models. 5 The goal is to enable it to produce; the type and channel of intervention depends on the customer segment, the silence profile, and The goal is to automatically determine the outcome based on past interaction preferences; this reduces churn rates. Reduced reactivation costs, increased customer lifetime value (CLV), and campaign benefits. The goal is to improve its effectiveness. To achieve the purposes described above, the invention is used by telecommunication operators. By monitoring customer behavior across all touch channels, multi-channel silence (digital) (inactivity) that detects it early and triggers proactive reactivation action based on it. It is a system, and its characteristic is; • Customers across all contact channels including app, IVR, store, web and customer service 15 Multi-channel system that collects interaction data in real time and records it with timestamps. behavior monitoring module, • will make activity data from different channels (digital, physical, voice) comparable Channel weighting, which normalizes and assigns importance weights to each channel. normalization layer, 20 • 'Digital Silence Score' per customer by combining activity data from all channels. The digital silence score, which quantifies prolonged multi-channel immobility, is produced by this score. calculation engine, • Customer churn prevention by comparing the digital silence score with past churn patterns The churn risk correlation module, which dynamically estimates the probability, is 25. • Customer-specific reactivation type based on silence score and churn risk (campaign, A reactivation strategy engine that identifies (search, digital touch) and sends a trigger to the relevant system. • the model by monitoring reactivation results and analyzing successful and unsuccessful interventions. continuously updated feedback and model update module It includes. 30 The structural and characteristic features and all the advantages of the invention are given in the figures below. Thanks to the detailed explanation written with references to the figures, it becomes clearer. This will be understood, and therefore the evaluation should also take these figures and detailed explanations into account. It must be done by taking it. 35 3 Figures that will help understand the invention. Figure 1 shows the general architecture of the system that is the subject of the invention. Explanation of Part References 1. Multi-channel behavior monitoring module 2. Digital silence score calculation engine 5 3. Churn risk correlation module 4. Reactivation strategy engine 5. Channel weighting and normalization layer 6. Feedback and model update module Detailed Description of the Invention This detailed explanation describes the multi-channel silence reactivation system preferred in the invention. The structures discussed are explained solely for the purpose of facilitating a better understanding of the subject. Multi-channel silence reactivation system, customer at telecommunications operators. By monitoring its behavior across all contact channels, multi-channel silence (digital 15 (inactivity) that detects it early and triggers proactive reactivation action based on it. It is a system. The system includes all aspects such as application, IVR, store visit, website and customer service. combining channel activity data into a single model, digitizing prolonged silence, and It includes a unique engine that interprets this signal as a churn risk. Mobile and fixed lines. operators, MVNOs, digital service providers, and all 20 companies that perform multichannel customer management It can be used by institutions. The system can be accessed via the Multi-Channel Behavior Monitoring Module (1) through mobile application, IVR, web, realistic customer interactions at all touchpoints, such as store and customer service. It monitors and records data in real-time and with a timestamp. Channel Weighting and Normalization Layer (5) converts heterogeneous data from different channels into a common format. It transforms and assigns different weightings of importance to each channel in terms of customer loyalty. Digital The Silence Score Calculation Engine (2) uses normalized data to calculate the silence score for the last N days. Customers who remain completely inactive on all channels are assigned a silence score between 0 and 100. This score... It reflects the duration, scope and depth of silence. Churn Risk Correlation Module (3), Comparing the silence score with past churn patterns to customer segment and tenure 30 It generates a weighted churn risk score based on the information. When the risk score exceeds a defined threshold... The Reactivation Strategy Engine (4) is activated, taking into account the customer's silence profile and past It automatically determines the most suitable reactivation channel and content according to your preferences and the relevant system. It triggers. The Feedback and Model Update Module (6) monitors reactivation results. It analyzes successful and unsuccessful interventions and continuously improves the model. 35 4 With this system, the customer suddenly falls silent on all contact channels, with no complaints on any channel. It can be detected without opening it. The duration, extent (number of channels), and depth of the silence. It is digitized and transformed into a comparable and trackable metric. Channel silence is predicted to correlate highly with past churn incidents; this The signal produces an earlier and more reliable warning than single-channel models. Intervention 5 type and channel depending on customer segment, silence profile, and past interaction preferences. It is determined automatically. As a result, there is a reduction in churn rate and a decrease in reactivation costs. decrease, increase in customer lifetime value (CLV) and improvement in campaign effectiveness. is provided. The system works on the following principle: 10 • Multi-Channel Behavior Monitoring Module (1); Application login, IVR call, web visit, Real-time monitoring of all channel events, such as store interactions, and raw data. recording. • Channel Normalization Layer (5); Heterogeneous data from different channels into a common format conversion; assignment of channel weights (e.g., store visit, app opening). 15 • Digital Silence Score Calculation (2); Combining normalized channel data to obtain the final Customers who become silent on all channels within N days will receive a silence score between 0-100. appointment. • Churn Risk Correlation Module (3); The correlation of the silence score with past churn cases Calculation of the correlation; weighted by customer segment and tenure information, churn 20 Generating a risk score. • Reactivation Strategy Engine (4); Reactivation path for customers exceeding the risk threshold (SMS / push campaigns, outbound calls, emails, store invitations) automatic identification and triggering. • Feedback and Model Update (6); Customer behavior after reactivation 25 Monitoring, measuring intervention success rates, and updating model parameters.

Claims

REQUESTS 1. Customer behavior across all contact channels in telecommunication operators. By monitoring and detecting multi-channel silence (digital stillness) early, and based on this... It is a system that triggers proactive reactivation action, and its characteristic feature is; • All contacts including app, IVR, store, web and customer service 5 collecting customer interaction data across channels in real time and over time Multi-channel behavior monitoring module (1) which records stamped data. • Making activity data from different channels (digital, physical, voice) comparable a channel that normalizes and assigns importance weights to each channel in such a way as to bring it about weighting and normalization layer (5), 10 • By combining activity data from all channels, a 'digital' value is generated per customer. This score produces a 'silence score', which measures prolonged multi-channel inactivity. Digital silence score calculation engine (2), • by comparing the customer's digital silence score with past churn patterns Churn risk correlation 15, which dynamically estimates the probability of loss. module (3), • Customer-specific reactivation type based on silence score and churn risk. (campaign, search, digital touch) determines and sends a trigger to the relevant system. reactivation strategy engine (4), • Monitoring reactivation results, analyzing successful and unsuccessful interventions 20 a feedback and model update module that continuously updates the model. (6) It includes.