Our client, a global telecom, had a legacy recommendations engine (RENG), that was often suggesting repeat recommendations and was not learning from customer choices. Thus, our client was failing to increase customer engagement.
We helped our client establish optimal pricing and monitor competitors’ actions We built a robust measurement framework using large volumes of real-time data, to help evaluate the impact of the RENG on different customer interactions. We also improved the functionality of RENG: eliminated repeat recommendations, wrong recommendations, wrong system flags. We also developed and executed a three-step improvement initiative.