Next Generation Insight - The Machine Learning Project

Using machine learning and statistical models in an innovative way, we aimed to identify the root causes of the bad experience of Vodafone subscribers who have or are likely to have problems with mobile services and to identify improvement actions.

Project Process

With the project implemented by Analythinx and Vodafone, we predicted customer satisfaction by matching data on the experience of Vodafone customers with their usage profiles.
With artificial intelligence methods and predictive analytics, we have transformed the mobile service experience from a KPI that is only measured to a predictable structure.
With a machine learning setup that periodically retrains itself, we ensured that the models adapt to changing user habits.
Thanks to this project, we have improved the quality of the services used by millions of Vodafone customers and the Vodafone experience they have, providing them with the best experience and offering the right solution to the right person.

Project Results

As a result of the improvement actions taken by Vodafone, the number of subscribers switching to other operators due to dissatisfaction with network services decreased by 8%.
Network satisfaction scores (NSS) improved by +6 points.
Investment decisions were made more effectively by accurately analyzing project indicators with analytical models.
This resulted in a 4% increase in the impact of investment on revenue.