Improving Customer Experience in Telecommunications with Response Modeling

Student: Riabchuk Karina

Supervisor: Sergey Lisitsyn

Educational Programme: Big Data Systems (Master)

Year of Graduation: 2021

Nowadays telecommunications companies face a number of challenges that motivate them to look for new ways to improve internal processes. One of them is targeting of customer segments with tailored promotional activities. Usually, customers are selected into communications either based on some hypotheses, or models' predictions. This does not take into account how a person will react to an offer - accept or ignore it. Response modeling based on historical data helps identify customers who are likely to respond to communications in the future. This method is the basis of the solution presented in the master's thesis. It allows to choose the best communication available to a particular subscriber or determine that none of them is suitable. This, on the one hand, will help companies get higher returns with lower costs, and on the other hand, free customers for new offers.

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