When Data Science Led To Losses
August 8, 2017 Leave a comment
About 5 years ago, a telecommunications company wanted to be able to predict whether a customer would cancel their service or not. If the company could catch a customer right before they fall out and convince them to stay put, then the company keeps revenue.
So the analysts and data scientists were set off to races on developing a model that could help the company better predict when customers were planning to quit their service.
After about a year and a couple hundred thousand dollars worth of resource hours the team had developed a successful model. It was 85-90% accurate. They then worked with process managers, and customer service teams to develop playbooks and guides to help approach customers who may not be interested in the service. A few more hundred thousands of dollars dropped into the project. Once they felt like the algorithm was set and the team members were trained they went forward to implement the project. Read more of this post