We built a predictive analytics system to help our client reduce their call center calls by 10% in 90 days.
The brief.
Ascendum collaborated with the Fortune 500 health insurance company to enhance insights into customer usage across three external customer-service channels – the mobile app, website, and call center. The primary objective was to analyze customer responses and identify correlations (using P-value) between the survey scores and various user profiles, segments, and behaviours. Given the segmented data sources, the enterprise required assistance in establishing an improved data collection system and a comprehensive dashboard for actionable analytics.
Our approach.
To address the client's needs, Ascendum implemented the following solutions:
Secure Data Lake
A secure data lake was created in the native format, distinguishing between good and bad data.
Advanced Analytics with Python in Power BI
Utilizing Python within Power BI, advanced analytics were developed to process survey responses.
Dashboards and Reports
Ascendum designed dashboards and reports to visualize survey responses. The data sources included APIs and Excel files.
AI and ML Visualizations
AI and ML visualizations, including clustering, segments, linear regressions, etc., were incorporated for in-depth analysis of the data.
The resulting dashboards provided a comprehensive view of key performance indicators (KPIs), empowering the client with actionable insights into customer interactions across different channels.
We worked with Ascendum to build a real time triage system to identify why people reach out to the call center instead of using digital channels. Ascendum built a 360 degree view that included data from mobile, splunk, web analytics and voice analytics. This reduced calls to the call center by almost 10% in less than 90 days.
The outcome.
They now have 100% usable data from multiple sources, four new visual-analytics dashboards, 45 additional reports detailing customer usage, 100% configuration for future scalability and growth.
Improved experience
The ability to send alerts to call center system.
Reduced call volume
To the call center, and obtained gainful information on channel usage.
Valuable insights
New analytics to better understand member support behavior.
Improved reporting
Developed 45 new reports for in-depth reporting on channel use.
