Professional Documents
Culture Documents
Amit Kumar
Consultant Business Development & Innovation
Identity
Value
Discontent
- Last Complaint/Date - Resolution Data - Complaint History - Implicit Issues
- Social Triggers - Location Context - Current Posts & Tweets - Immediate Intent
Immediacy
Wipro Delight
Big Data, Unstructured Data Analytics , Machine Learning
Social Media
Social Listening
Sentiment Analysis, Keywords, Comments
Online Helpdesk
Complaints, Frequency, CCA, Feedback
Core Banking
Bank A/C, Avg. Balance, Spend Pattern
Credit Card IT
Avg. Balance, Spend Pattern, Points usage
Website Data
Server logs, Clickstream, Browser Cookies
CCT Data
Complaints, Frequency, CCA, Feedback
Insurance IT
Avg. Balance, Spend Pattern, Points usage
Loans
Balance Outstanding, Risk Profile, Payment History
Operations Data IT Systems Data (Mostly Unstructured) 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL (Structured)
A home loan customer purchases a high-end smartphone using his credit card.
Calculate Next-Best-Action
Risk Mitigation
Upsell / Cross-sell
Social
Location
Product Purchase
Case Studies
Approach
Collate and document information about all the current models that are in production, which BU built them, model performance stats, campaigns that are leveraging these models, internal and external data sources being leveraged Identify Gaps Current models within the vs. models essential for building a world class offer optimization engine
Early Warning System Model for Customer Persistence for One of the Premier Indian Insurance Provider
Opportunity
High rate of churn and low customer persistence Limited customer Data available from CRM and enterprise IT systems Required additional insights on customer preferences, likes, behavior & influencers Limited Social penetration & unstructured data analysis capabilities Required rapid response & early warning systems for customers likely to default on paying premiums
Approach
Used a Wipro patent-pending approach to discover social profiles Built propensity models for customers at risk of churn by leveraging on historical data from CRM, Call Center, Social Network & Influencer Analysis
Impact
Model discovered social profiles of > 20% of customers
Credit Cards Service Requests Forecasting models - One of the top 10 FIs in US
Opportunity
Existing model forecasts number of issues/requests received from credit card customers. It is observed that forecast variance has increased over a time period.
Approach
Time series component which is captured by seasonal decomposition where the prediction relies on studying past service volume behavior over time in conjunction with customer segments. Impacts due to additional factors such as special days/holidays, number of active accounts etc. are captured by regression model. Forecasts are compared with the actual volumes to check the performance of the model.
Impact
Most models created successfully predicted the 60-70 % of the customer segments probable of submitting servicing requests in the top 20 % customer base
Thank You
Amit Kumar Business Development & Innovation
amit.kumar117@wipro.com
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