The challenge
The company experienced silent customer loss. The Customer Success team was unable to identify in advance which accounts were dissatisfied or inactive before they decided to cancel their subscription.
The solution
We built a predictive model that analyzes temporal data on platform usage, support ticket volume, and interaction history. The system calculates a risk score and automatically alerts support with a retention offer drafted by AI.
Tech stack
Python, XGBoost, TimescaleDB, Next.js, FastAPI
Timeline
3 months