Cases of Applied AI

We lead the project aiming to increase customer satisfaction through new personalized services and achieve the 'customer 360-' and 'omni' ambition. We conceptualized and tested consumer services, built analytics models to support them and we adviced on architecture and organisational structure/competencies needed to enable success.

The client wanted to understand what customers write about their services (in surveys, social media & support) as well as what drives (dis-)satisfaction. We analysed data acquisition processes, assessed data quality and built an AI model (using NLP applications) to automatically process customer text data (10 000+ texts), enabling customer driven business development.

The client needed to increase customer loyalty and prevent customers from churning. After analysing business needs and processes, we extracted, cleansed and processed data and built a machine learning model aiming to predict customers likely to churn and what drives customers to leave. Challenges included data quality and fragmentation of customer data.

The client wanted to better understand the web behavior of their customers to enable more efficient customer communication and web development. We started by holding workshops to identify business objectives and KPIs, then we analyzed and presented the insights created through the available data.

The client understood their new loyalty program needed to be based on actual customer behavior, so they asked us to help them analyze transactions to define loyal customers, campaign effect and customer journey phases, among other things.

To enable a more data driven lead generation and sales process, a client asked us to map their sales process and develop a predictive model to predict what companies to approach in order to optimize conversion rate and value. Applai delivered a presentation and model that enabled the client's conversion value to be increased by 3 times.