AgentForce and Einstein modeling to manage Customer churn

Inspiration

Create a solution that addresses real life business challenges

What it does

The solution will predict customers who will churn, alert the business, and allows for interrogation of the issue and proposed improvements to lower the churn.

How we built it

• Use Einstein prediction model to help predict customer churn • Use Agentforce to: o automate the trigger and alert of these customer churn risk o improve user interaction and interrogation of the issue and suggested improvements

Challenges we ran into

Org provided did not have some functionalities like Analytic Studio for prediction model; did not have key actions for integration with Slack; some short comings of other areas

Accomplishments that we're proud of

Able to deliver a working process and model of alert for customers at risk, prediction, and interactions via agent Able to create a prediction model that ties to the CRM to provide continuous prediction Able to integrate the CRM with data cloud for additional enriched data from the prediction model Able for the agent to interact with the churn data and get improvement suggestion to lower the churn

What we learned

The Salesforce ecosystem does provide the building blocks necessary to accomplish our objective

What's next for AgentForce and Einstein modeling to manage Customer churn

Continue to build upon what we have delivered. "Work out the kinks". Provide mechanism to collect actions taken and results. Feed this back to the prediction model to learn and adjust and get new predictions (360 self learning model). Prediction improvement suggestion is based on each customer. What if we provide the Manager with improvement based on the whole group (i.e. give everyone a discount of $100, how many customers will we retain? Or if we give everyone additional services, how many customers will we retain?). Additional, we can go further to add the financial implications (i.e. if we give 100 people discount of $100 to stay, it will cost us $10K. However, if their contracts to stay generate $1000 each, then our revenue is $100K. Do the same financial analysis for other group options)

Built With

• agentforce
• amazon-web-services
• analyticstudio
• datacloud