ML Works’ explainable AI (XAI)
helped a telecom client reduce customer churn

Patrick specialized in B2B marketing in a Fortune 50 telecom major, and as a part of new engagement activity, he wanted to ensure high customer retention in the subscription business. But, he saw a decline in the net customer base subscribing to the flagship product. Therefore, he wanted to identify customers who are at risk of churn and carry out activities to reduce it.

ML Works upended customer churn with drift detection and explainable AI

ML Works’ drift detection module ensured that the models’ output is up-to-date and the market behavior changes do not affect its accuracy. Its proactive alert mechanism helped retrain the models whenever the accuracy was at the risk of dropping.

ML Works’ explainable AI (XAI) module provided underlying explanations for each prediction (every touchpoint/data point), build a hypothesis on different features to understand customer segments' behavior.

Measurable benefits

ML Works helped Patrick:

  • Create targeted campaigns based on customers’ behavior.
  • Abet a drop in downstream analytics, giving first-level insights & deep-dives instead of performing exploratory data analysis (EDA), now and then.
  • Reduce customer churn by 50%.