Evernorth Strategic Development, Inc.

Christopher G Bliss

Alexi E Makarkin

Xiaojian Wang

Matthew A Hardin

Peter A Rosomoff

Jay Summers

A method for determining a defection probability includes receiving user data. The method also includes determining, from the user data, a set of features characterizing a likelihood of the user to change from the initial service channel to an alternative service channel. The method further includes generating an input encoding for the set of features. The method additionally includes determining, using a predictive model, a probability that indicates how likely the user is to change from the initial service channel, wherein the predictive model is trained to receive, as input, the input encoding and to generate, as output, a respective probability that indicates how likely a respective user is to change from the initial service channel to the alternative service channel. The method also includes determining whether the probability from the predictive model satisfies a defection threshold and selectively generating a remedial action based on the probability.

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St. Louis, MO, United States of America

Christopher G Bliss