The results
51,000+Customers who’ve received an algrithm-approved offer
An American broadcaster uses AI for customer retention
The challenge
One of the largest media businesses in America needed to revamp its entire approach to customer retention.
While the business’ retention rates were sound, the challenge was that customer service agents were so overwhelmed by legacy systems and processes, they often resorted to discounts to retain customers.
They had to switch between multiple accounts and systems to get the data they need. And it simply took them too long to review every potential subscription package before making a recommendation to customers.
Its two primary goals were:
The solution
Capgemini and Pega collaborated to help this organization transform with four innovative solutions:
While the business’ retention rates were sound, the challenge was that customer service agents were so overwhelmed by legacy systems and processes, they often resorted to discounts to retain customers.
They had to switch between multiple accounts and systems to get the data they need. And it simply took them too long to review every potential subscription package before making a recommendation to customers.
Its two primary goals were:
The outcome
Today, the media provider can efficiently deliver a better experience to more customers. Churn has reduced because customers don’t have to wait as long to receive retention offers, they’re more likely to accept.
Importantly, more of these offers can be handled by phone – even though call-center representatives field fewer of these calls.
The result is that agents have the time to focus on critical customer issues, while the majority of customers can get what they need following automated prompts.
“The feedback has been amazing. According to physicians, we have been helpful and efficient in bringing another glimpse of hope where none was left for the patients.”
51,000+
Customers who’ve received an algrithm-approved offer
51,000+
Customers who’ve received an algrithm-approved offer