Customer Eligibility Engine
Intelligent system that analyzes customer data to determine service upgrades, loyalty rewards, and premium features based on usage patterns and account history.
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Solution
This telecom decision engine evaluates customer profiles to create personalized upgrade paths and special offers. The system assigns loyalty tiers based on account longevity and spending patterns, with corresponding discount percentages ranging from 5% to 20%. It automatically identifies eligibility for service upgrades by analyzing account standing, contract status, and tier level.
The engine calculates special offer eligibility in real-time based on actual usage metrics, identifying customers who would benefit from international calling bundles, data boosters, or family plans. For high-value customers, the system activates premium features like priority support, content streaming, international roaming, and concierge services. The solution delivers clear upgrade messaging that customer service representatives can use during interactions, creating a consistent experience across all touchpoints.
How it works
The decision graph processes customer data through five key evaluation stages:
- Account Status Evaluation: Analyzes account age, payment history, and contract status to determine if the customer is in good standing.
- Loyalty Tier Assignment: Categorizes customers into platinum, gold, silver, bronze, or standard tiers based on tenure, spending habits, and account status.
- Upgrade Eligibility Analysis: Determines upgrade options by examining loyalty tier, contract status, and account standing, with special rules for contract renewal periods.
- Special Offers Generation: Identifies relevant offers based on usage patterns, including international calling bundles for high-minute users and data boosters for customers approaching usage limits.
- Premium Features Allocation: Activates premium service features based on loyalty tier and eligibility criteria, with a tiered approach to feature availability.
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