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Letting Data Speak!
Case Study
Analyzing Customer Churn: Uncovering Insights Through Conversation Data
About the Client
A comprehensive gender-affirming healthcare platform for transgender, nonbinary, and gender non-conforming individuals, offering services including hormone therapy, mental health support, and personalized care plans.
Challenge
The client faced a high churn rate among its customers, attributed to various unknown reasons. They needed to understand these reasons and identify potential pain points causing dissatisfaction across their range of services.
Key Results
Reduced customer churn rate by 10% by addressing the top pain points
Identified the top 10 pain points for the provided services
Improved understanding of customer needs and challenges, leading to enhanced service offerings and better customer retention strategies
Solution
JashDS implemented an AI-driven analysis approach to address the client's customer churn issue:
Leveraged VertexAI and Gemini LLM to analyze conversation data between customers and various business stakeholders
Conducted a comprehensive analysis across different service buckets, including onboarding, medical appointments, lab work, and mental health support
Identified key areas of concern, such as:Scheduling issues Insurance complexities Communication gaps
Provided actionable insights to improve service offerings and customer retention strategies
Technologies Used
VertexAI
Gemini LLM
Natural Language Processing (NLP)
Machine Learning
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