EFFICIENT METHODS FOR PREDICTIVE ACTION STRATEGY OPTIMIZATION FOR RISK DRIVEN MULTI-CHANNEL COMMUNICATION

摘要

Presented are a method, system, and apparatus for using a specialized computing device managing a contact center to analyze and reduce financial risk on a portfolio of accounts (such as loans, insurance claims, etc.) via determining whether and, if so, when to utilize a communication channel (such as telephone, e-mail, text message, etc.) to contact a customer regarding a monitored account. Variables are received including action history and transactions associated with the monitored account. One or more risk models associated with the monitored account are derived. Risk level is determined for the customer. The derived risk models and the determined risk level are used to generate a risk-driven campaign optimization strategy. A solution maximizing advantage considering the risk-driven campaign optimization strategy is then generated, the solution including a determination of whether to contact the customer and, if so, which communication channel to utilize at which time t.