Using Machine Learning to Predict Customer Behaviour

For a service provider, being able to anticipate its customer's behaviour has three major benefits. It can generate customer delight, prevent customer exhaustion, and improve the company's ROI. Let's look at each of these benefits through three different use cases in the Customer lifecycle: Complaints Management, Customer Upsell and Customer Retention. A dissatisfied customer, filing a complaint is difficult to manage. He is very often passionate about his claim - whether it is justified or not - and there is sometimes little which can be done to change his perception and his opinion towards the service he initially subscribed to.