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Predictive analytics uses statistical models and machine learning to examine historical data and forecast future outcomes. Businesses leverage predictive analytics to identify trends, anticipate customer behaviors and optimize resources. In customer experience, it can predict potential churn, forecast call volume or determine the likely resolution path for specific issues. Organizations can proactively intervene, such as offering targeted promotions or staffing contact centers for peak demand. Ongoing model tuning is essential to maintain accuracy as conditions and consumer preferences evolve.
