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Telstra has been employing machine learning techniques in attempt to ease the angst of distressed customers the telco’s GM for analytics said yesterday.Andrew Condron said Telstra tries to predict customers
who are in distress or likely to be in distress and contact them before they
contact Telstra.

Condron said the telco giant also employs technology to determine the relevance
of up-selling to its customers.

“We’ve applied machine learning in determining likelihood to respond to
our marketing campaigns and most recently we’ve been starting to apply these
techniques to uplift moDelling – which is actually a combination of two models
to predict your likelihood to be converted or influenced by marketing”
Condron said.

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