Case Study: Robi Axiata achieves AI-driven customer experience improvements and reduced churn with Cloudera's data platform

Embracing enterprise-wide AI to improve the customer experience

Robi Axiata Limited, Bangladesh’s second-largest mobile operator with over 46.8M subscribers, set out to become a leading digital enterprise and improve customer experience across urban and rural markets. To deliver more personalized interactions and predict service issues, Robi needed to harness vast amounts of network, billing, call, social and web data alongside their Exadata warehouse and apply AI/ML at scale.

Robi implemented Cloudera’s Data Hub on an 18-node cluster with Cloudera Data Science Workbench to create a unified data lake and run machine learning models for churn prediction, Next Best Action and network CapEx forecasting. The solution enabled analysis of structured and unstructured data and delivered measurable outcomes: a 4% improvement in churn prediction, an 8% rise in upsell recommendations and about a 5% improvement in quality acquisition.

Robi Axiata

Mamun Bin Shaheed

Vice President, Enterprise Data Warehouse & Analytics