THE PROBLEM

Canada’s leading provider of protection and wealth products/ services wanted to improve its customer engagement strategy.

The company wanted to identify the customers at higher risk of attrition and predict overall customer satisfaction rating for key service parameters across three business units.

THE SOLUTION

A proprietary self-learning, multi-modeling automatic predictive technology from FIndability.AI was used to:

• Divide customer records into deciles based on likelihood to churn
• Predict customer satisfaction rating for three measures of customer service quality such as ease of doing business, proactive contact, and problem resolution

THE SUCCESS

The first two deciles accounted for 86% of actual churn

Time taken for prediction and validation of 60,000 customers records was <7 minutes

Customer ratings for three measures of service quality were predicted with > 80% accuracy