Data Science Engineer
- Sentient - The project involves using NLP models on textual and speech data incoming at the customer care center and surfacing customer pain points, anomalous service breakdowns and pre-order questions which can lead to 'escalations'. The use cases are aimed at preventing churn and improving customer redressal.
- Churn driver analysis - Worked on developing a causal model for churn scores. This model helped the revenue and marketing team identify major drivers for churn leading to the implementation of a more targeted customer retention strategy.