Within a customer service department, the phenomenon of repeated interactions occurs when customers have to contact the service again to obtain an answer or a solution to their initial request. While this situation can be avoided, it has several negative consequences: it increases customer dissatisfaction, causes discomfort for support agents when faced with customer complaints or aggression, complicates listening to the customer’s perspective, generates additional costs in the processing, and so on.

In this context, the main objective is to reduce the rate of repeated interactions and improve the quality of customer support when reiteration is necessary. A relevant example of an initiative aimed at identifying and effectively managing these situations of repeated contact would be: