COI.
search Request for Consideration arrow_forward menu
close Submit Innovation
close
Data Analytics TRL TRL 9

Customer Journey Analytics (CJA)

domain Client: Leading Australian Bank handshake Provider: H2O.ai schedule Deploy: Iterative
90 Impact
Enterprise Ready
Evidence Score: 10/10
Strength: Tier 1

Executive Summary

ANALYST: COI RESEARCH

Leveraging advanced machine learning ('Customer Decisioning Engine') to predict the next best conversation for millions of customers.

rate_review Analyst Verdict

"Best-in-class example of 'segment of one' marketing in banking. Relies heavily on real-time data streaming infrastructure."

lock
Full Audit Report Available Includes Risk Register, Technical Specs & Compliance Data.

warning The Challenge

Despite having a massive customer base, the bank's engagement strategy was largely product-centric and generic. Marketing communications were batch-processed and often irrelevant to the customer's immediate financial context, leading to low conversion rates and engagement fatigue. The bank lacked the capability to recognize 'financial moments of truth'—such as a declined transaction or a salary deposit—in real-time and respond with helpful interventions.

psychology The Solution

The bank built a proprietary 'Customer Decisioning Engine' (CDE) utilizing H2O.ai's machine learning libraries. This system ingests real-time transaction streams and interaction data to compute the 'Next Best Conversation' for every customer in under 200 milliseconds. Instead of just selling products, the model prioritizes service messages (e.g., 'your tax return arrived') or financial wellbeing prompts, delivering them seamlessly across the mobile app, branch, and call center channels.

settings_suggest Technical & Deployment Specs

Integrations
Mobile App, CRM
Deployment Model
Private Cloud
Data Classification
Confidential
Estimated TCO / ROI
High R&D investment
POC Summary (2016-01-01 to 2016-06-01)

"Home loan retention model."

shield Risk Register & Mitigation

Risk Factor Severity Mitigation Strategy
Data Ethics Medium Ethics review board for all models

trending_up Impact Trajectory

Audited value realization curve

Top-tier NPS Scores Verified Outcome
Primary KPIMillions of Daily Decisions
Audit CycleReal-time Personalization

policy Compliance & Gov

  • Standards: Privacy Act
  • Maturity (TRL): TRL 9
  • Evidence Score: 10/10
  • Data Class: Confidential

folder_shared Verified Assets

description
Verified Case Study
PDF • Version 3
lock
verified_user
Technical Audit
PDF • Audited
lock

Related Intelligence

article
Virtual Production & Real-Time In-Camera VFX
View Outcome →
article
Enterprise Generative AI (Commercial)
View Outcome →
article
Digital Shelf Edge Labels (ESL) & Cloud Edge
View Outcome →
Security Architecture

The "Blind Verification" Protocol

How we verified these outcomes for Leading Australian Bank without exposing sensitive IP or identities.

Private
lock_person

1. Raw Evidence

Audit ID: #PRIV-344
Evidence: Direct SQL Logs
Public
public

2. Verified Asset

Outcome: Verified
Ref ID: #COI-344

Strategic Action Center

Identify your current stage and take the next step.

rocket_launch
Replicate This Success
Want similar results? Request a deployment consultation.
psychology_alt
Submit Challenge
Have a different problem? Submit your problem statement.
publish
Publish Case Study
Submit your own verified evidence.
thumb_up
Verify Impact
Audit your existing solution.