Customer Intelligence
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Daniela Ruiz
At riskHealth
64/100
Churn risk
82%
Repeat contacts
4 · 9 days
Last agent
Sofia Martínez
4 related contacts detected in 9 days
Unresolved roaming credit · continuity owner: Sofia Martínez
Immediate attention
Down 12 points in 30 days
Same issue across channels
Unresolved roaming credit
Decision brief
What you need to know
Daniela Ruiz is at risk because unresolved roaming credit is shaping the relationship.
A disputed roaming charge became a fragmented service journey. Daniela contacted Novo Mobile four times in nine days, received a credit promise, and still sees the charge on her balance.
Primary driver
Unresolved roaming credit
Last owner
Sofia Martínez
Recommended move
Apply the promised credit and have Sofia confirm resolution today.
Contact pattern
One issue became four conversations
contacts in 9 days
Three channels, two case IDs and no confirmed resolution.
Jul 17
Case opened
Jul 21
Voice
Credit promised
Jul 24
Context missed
Jul 25
Voice
Escalated
Unified journey
Latest interactions
Interaction summary
Daniela called after the $20 adjustment failed to appear on her balance.
CASE-88291
Oversai evidence
- Cancellation intent detected at 08:14
- Agent acknowledged the prior promise
- No billing adjustment was completed during the call
- Senior callback promised within 24 hours
Outcome
Escalated · not resolved
Sentiment
Frustrated