System, method, and computer program for preventing excessive customer care

Abstract

A system, method, and computer program product are provided for preventing excessive customer care. In use, one or more service provider systems are monitored for at least one proactive care action provided to at least one of a plurality of customers. Further, one or more proactive care actions are detected in the one or more systems. Information associated with the detected one or more proactive care actions is stored. Additionally, one or more proactive customer care interactions associated with the detected one or more proactive care actions are identified. Information associated with the one or more proactive customer care interactions is stored. Furthermore, one or more self-service click through events associated with the detected one or more proactive care actions are detected. Information associated with the one or more self-service click through events is stored. Further, at least one customer care policy of a service provider associated with the one or more service provider systems is identified. Moreover, it is determined whether a determined proactive care action for at least one customer will result in over-care, based, at least in part, on the information associated with the detected one or more proactive care actions, the information associated with the one or more proactive customer care interactions, the information associated with the one or more self-service click through events, and the at least one customer care policy.