Omnichannel Customer Engagement Platform with AI-Driven Personalization

The client currently relies on a desktop application limited to Windows, hindering access across other operating systems and mobile devices. This results in restricted user engagement and missed growth opportunities. Additionally, the existing analytics reports lack visual clarity and actionable insights, impairing effective marketing campaigns. Manual effort in customer communication and inability to personalize content reduces customer retention and increases churn rates. The system also lacks scalability and flexibility to adapt to evolving customer needs.

A mid-sized digital transaction platform provider specializing in subscription-based services, seeking to enhance customer outreach and retention through omnichannel strategies.

• Develop a web-based, multi-platform application accessible across all major operating systems and devices.
• Redesign the user experience with a customer-centric, iterative approach to improve usability and stakeholder engagement.
• Automate personalized marketing campaigns leveraging machine learning and generative AI, aiming for at least 80% automation in outreach efforts.
• Reduce subscriber churn by at least 15% through targeted, data-driven engagement strategies.
• Implement scalable, cloud-native architecture to minimize maintenance costs and enhance system flexibility.
• Enhance analytics reporting with visually rich, actionable data dashboards for better decision-making.

• Responsive web application compatible with various operating systems and devices.
• Customizable, interactive analytics dashboards providing visual insights into subscription metrics.
• Automated email campaign module leveraging machine learning to predict subscriber churn and generate personalized content via generative AI.
• Data collection and behavior tracking of end-users to inform AI models.
• Multi-tenant architecture supporting scalable deployment for multiple clients.
• Module-based front-end development with iterative testing and stakeholder validation.
• Seamless backend integration with existing subscription and payment systems.

• Existing subscription management and billing systems
• Customer data repositories and user behavior tracking platforms
• External AI and machine learning services for generative content and predictive analytics
• Communication channels such as email marketing platforms

• Scalability to support over 300 client subscribers with adaptive load management
• System uptime of 99.9% to ensure reliable customer engagement
• Security compliance with data privacy standards relevant to customer data
• Performance metrics ensuring quick response times across all modules
• Maintainability through modular architecture and automated testing pipelines

Implementing this system aims to expand market reach via a cross-platform, user-friendly application, achieving at least 80% automation in customer outreach efforts. The project seeks to reduce subscriber churn by approximately 15%, thereby increasing customer retention and revenue. Additionally, enhanced analytics and AI capabilities will streamline marketing operations, lower maintenance costs, and provide scalable growth opportunities for the client in the digital subscription space.