Big Data Analytics

Amit Kumar
Consultant – Business Development & Innovation

1

© 2012 WIPRO LTD | WWW.WIPRO.COM | CONFIDENTIAL

Social Triggers .Resolution Data .WIPRO.Transactions .Location Context .Portfolio Size .Current Posts & Tweets .Last Complaint/Date .Immediate Intent Immediacy © 2012 WIPRO LTD | WWW.COM | CONFIDENTIAL .Social Connections .Account Trajectory .Interests / Likes Identity Value Discontent .Revenue Profile .Subscriptions .Complaint History .Frequency called #s .Implicit Issues End-user Context Social Profile 2 .The End-User Context .Name / CRM ID .Real ID .

Points usage Loans Balance Outstanding. Points usage Website Data Server logs. Feedback Insurance IT Avg. Frequency. Payment History 3 Operations Data IT Systems Data (Mostly Unstructured) © 2012 WIPRO LTD | WWW.WIPRO. Unstructured Data Analytics . Age. Spend Pattern Credit Card IT Avg. Balance. Feedback Core Banking Bank A/C. Spend Pattern. Clickstream. CCA. Risk Profile.Unified View of Each Customer     Name. Browser Cookies CCT Data Complaints. Machine Learning Social Media Social Listening Sentiment Analysis. CCA. Comments Online Helpdesk Complaints. Sex Education Profile Base Location Likes & Interests     Employment History Spend Patterns Credit Score Risk Profile     Net worth Mortgages (across banks) Social Network Net Promoter Score     Influencers Influencees Thought stream Current Location 3rd party Information Sources Wipro Delight Big Data. Balance. Frequency. Balance. Avg.COM | CONFIDENTIAL (Structured) . Keywords. Spend Pattern.

COM | CONFIDENTIAL .WIPRO.Indicative Use Case 4 © 2012 WIPRO LTD | WWW.

experience & propensity A home loan customer purchases a high-end smartphone using his credit card.Customer Centric Event Driven Marketing Customer Experience Update Customer Profile & Propensity Correlate behavior. Social Create Message & Choose Delivery Channel A customer voices an opinion on a product or other topic.WIPRO. Calculate Next-Best-Action Risk Mitigation Upsell / Cross-sell Context aware Marketing Log Trouble Ticket A customer who “likes” a brand walks into a mall.COM | CONFIDENTIAL Powered by Wipro Delight Customer Interaction Interface HNI customer has an incorrect charge on his credit card. Location Product Purchase . 5 © 2012 WIPRO LTD | WWW.

WIPRO.COM | CONFIDENTIAL .Case Studies 6 © 2012 WIPRO LTD | WWW.

campaigns that are leveraging these models.COM | CONFIDENTIAL .One of largest banks in UK Opportunity  Client wanted to attract the right set of customers for through right product set and offers  Customer had multiple different models being used by various BU’s and various offer engines Approach  Collate and document information about all the current models that are in production. models essential for building a world class offer optimization engine Impact ( Output of Consulting Study)  Benchmarking of the currently leveraged analytical techniques vis-a. internal and external data sources being leveraged  Identify Gaps – Current models within the vs.WIPRO.vis best in class  Solution definition. Technology and Platform options for Offer Optimization engine. which BU built them.Multichannel Offer Optimization . Budgetary estimates and high level implementation plan 7 © 2012 WIPRO LTD | WWW. model performance stats.

Early Warning System Model for Customer Persistence for One of the Premier Indian Insurance Provider Opportunity  High rate of churn and low customer persistence  Limited customer Data available from CRM and enterprise IT systems  Required additional insights on customer preferences. likes. Call Center.COM | CONFIDENTIAL .WIPRO. Social Network & Influencer Analysis Impact  Model discovered social profiles of > 20% of customers 8 © 2012 WIPRO LTD | WWW. behavior & influencers  Limited Social penetration & unstructured data analysis capabilities  Required rapid response & early warning systems for customers likely to default on paying premiums Approach  Used a Wipro patent-pending approach to discover social profiles  Built propensity models for customers at risk of churn by leveraging on historical data from CRM.

WIPRO.  Impacts due to additional factors such as special days/holidays.Credit Cards Service Requests Forecasting models . Impact  Most models created successfully predicted the 60-70 % of the customer segments probable of submitting servicing requests in the top 20 % customer base 9 © 2012 WIPRO LTD | WWW.One of the top 10 FI’s in US Opportunity  Existing model forecasts number of issues/requests received from credit card customers.  Interventions are not captured by the existing model Approach  Time series component which is captured by seasonal decomposition where the prediction relies on studying past service volume behavior over time in conjunction with customer segments.COM | CONFIDENTIAL . number of active accounts etc. It is observed that forecast variance has increased over a time period.  Forecasts are compared with the actual volumes to check the performance of the model. are captured by regression model.

com 10 © 2012 WIPRO LTD | WWW.kumar117@wipro.WIPRO.Thank You Amit Kumar Business Development & Innovation amit.COM | CONFIDENTIAL .

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