9:30  -  10:30

October 25, 2018

Grand Cypress H

105: Using Machine Learning Algorithm to Personalize Customer Experience

Session Category :  Customer 

SMUD recently revamped its strategy to increase efficiency while maintaining, or improving the quality of life for customers who need help the most. As one of tactics to achieve this goal, SMUD wants to offer these customers customized programs to reduce energy usage and increase their feeling of control. We built an energy specialist application that is powered by several machine learning algorithms to offer personalized recommendations while performing energy audits at these customers’ houses. We also used personalized marketing messages to improve uptake rate.

Personalization that is powered by machine learning can greatly improve customer engagement.