Customer Intelligence

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Demo profile for Daniela Ruiz

Daniela Ruiz

At risk
NM-204981Premium mobileBogotá, Colombia+57 315 402 8891
Fictional demo profile·7 connected sources

Health

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

Churn risk
82%

Immediate attention

Customer health
64/100

Down 12 points in 30 days

Repeat contacts
4 / 9 days

Same issue across channels

Open cases
2

Unresolved roaming credit

Customer sentiment over time

Sentiment crossed into negative

Daniela Ruiz customer sentiment over the last 30 daysGreen represents positive sentiment, yellow represents neutral sentiment, and red represents negative sentiment.10067340Jun 26Jul 17Jul 26

Current sentiment

Negative

24

/ 100

30-day change-48 pts

The decline accelerates after the promised credit fails to appear.

Unresolved roaming creditFour related contactsBroken service promise

Decision brief

What you need to know

1,284 data points94% confidenceUpdated now

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

Repeat contact · High
4

contacts in 9 days

Three channels, two case IDs and no confirmed resolution.

1

Jul 17

WhatsApp

Case opened

2

Jul 21

Voice

Credit promised

3

Jul 24

WhatsApp

Context missed

4

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