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C3 AI Customer Churn Management

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Overview

Prevent Customer Churn with AI-Driven Insights

C3 AI® Customer Churn Management applies advanced AI to help wealth managers, financial advisors, sales officers and other bank relationship managers prevent customer churn with intelligent intervention strategies. The application leverages machine learning algorithms to predict the clients most likely to significantly reduce or end their relationship with the bank. These machine learning insights enable targeted, proactive action in near real-time. C3 AI Customer Churn Management can be applied to various banking relationships and client types, including private wealth management, commercial banking and retail banking, among others.

C3 AI Customer Churn Management creates a unified, federated data image from multiple internal and external sources containing both structured and unstructured data. The data include transactions, balances, fund performance, client and account attributes, related benchmark index performance, relationship manager notes, know-your-customer (KYC) information, and other relevant customer relationship management (CRM) data. By creating a 360-degree view of each customer, C3 AI Customer Churn Management provides the data, analytics, and AI-driven insights necessary to intervene, maintain, and potentially grow valuable customer relationships.

In contrast to black-box machine learning solutions, C3 AI Customer Churn Management leverages interpretable models to create rapidly actionable and comprehensible insights. The application presents easy-to-understand drivers of churn risk, highlighting the early warning signals that contribute to a customer churn prediction. These interpretable insights are critical enablers of proactive, intelligent, retention-driving actions.

Key Features

  • Prioritize intervention using actionable insights from AI algorithms predicting the likelihood of customer churn in near real-time

  • Access a 360-degree view of all client activity and relationship manager interactions in a single, intuitive interface

  • Review interpretable risk drivers and early warning signals of customer churn for each client

  • Understand client behavior across key performance metrics to improve customer service and support

  • Analyze detailed client metrics to take intelligent intervening actions

  • Receive recommendations about which customer service actions are most likely to prevent balance attrition

  • Extend and modify thousands of out-of-the-box analytics

  • Route retention recommendations to relationship managers for review and intervention

  • View portfolio-level metrics, enabling management to understand trends, identify high-risk cohorts, and track portfolio health

  • Quickly and easily scale the application to global clients across various jurisdictions

  • Augment customer analyses with transaction counterparty information and relationship manager notes

Key Benefits

  • Prevent customer churn, maintain deposits, and optimize product utilization by identifying the client behavior driving churn risk

  • Improve client relationships by providing more targeted and complete customer service and product offerings

  • Maximize deposit balances by developing intervention strategies through detailed cohort and scenario analyses

  • Uncover new AI-assisted insights using holistic analyses on a unified and accessible data image

  • Enable greater visibility into risks and uncertainties in the client management portfolio

  • Minimize portfolio balance loss with near-real-time updates of client balance changes that merit attention

  • Empower relationship managers to make informed, strategic decisions with interpretable AI that exposes early warning signals of balance attrition

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