Kobus van der Westhuizen
Genii AI & Analytics
Ai applied: From Pain to Gain – A case study
We will present the Good, Bad & Ugly of developing the first customer service demand prediction models. Come listen to a real case study, NO THEORY, where Ai was applied to predict customer service demands across the customer journey , and actioned, to improve CX and reduce customer effort. We will present a case study where predictive analytics, leveraging Ai machine learning, was applied successfully at a large telco. The business case, process applied, outcomes, failures, lessons learned and success story, with associated ROI.