Digital Platform: 45% Engagement Improvement Through AI Communication

Summary

Representative engagement. Metrics shown are illustrative of typical results.

A digital services platform was struggling with user engagement and lifecycle coordination. Despite an innovative product, they faced low active usage, high missed session rates, and limited communication between customers and service teams.

Through an AI-powered engagement platform, the company achieved a 45% improvement in user engagement, a 60% reduction in missed sessions, and a 38% increase in program adherence.

The Challenge

The company had built an innovative platform but was facing significant challenges in engagement and lifecycle coordination:

• Low engagement rates with only 30% actively using the platform
• High missed session rates of 25%
• Low program adherence with 40% not following onboarding steps
• Limited communication between customers and service teams
• Manual customer outreach processes
• Lack of personalized communication strategies

Our Approach

Consor AI conducted a thorough analysis of engagement challenges and implemented a multi-faceted solution focused on AI-powered communication and personalized lifecycle coordination:

1. Intelligent Communication Platform

We developed an AI-powered communication system that automatically sends personalized messages to users based on their goals, activity patterns, and lifecycle stage. The system uses natural language processing to create contextual communications that feel personal and relevant.

2. Predictive Engagement Analytics

We implemented machine learning models that analyze user behavior patterns, communication preferences, and engagement history to predict which users are at risk of churn. The system proactively identifies users who need additional support and triggers appropriate interventions.

3. Automated Session Management

We created intelligent scheduling and reminder systems that send multi-channel notifications (SMS, email, in-app) with optimal timing based on user preferences and historical response patterns. The system also handles rescheduling and waitlist management automatically.

4. Personalized Account Coordination

We developed automated workflows that coordinate interactions between customers and service teams. The system sends progress reminders, tracks adherence to plans, schedules follow-up sessions, and escalates issues to the right owners when needed.

5. Comprehensive Engagement Dashboard

We created real-time dashboards that provide service leaders with visibility into engagement levels, communication effectiveness, and coordination status. This enables proactive intervention and continuous improvement.

Implementation Timeline

Results and Impact

The implementation delivered strong results across engagement and efficiency metrics:

Key Benefits Realized

• Increased customer retention with 85% of users remaining active on the platform
• Improved coordination with automated follow-ups and progress reminders
• Enhanced team efficiency with a 40% reduction in manual communication tasks
• Better service consistency through improved adherence and engagement
• Reduced administrative burden with automated scheduling and communication management
• Scalable system that can accommodate rapid growth and expansion

Next Steps

Building on the success of this implementation, the team expanded its AI capabilities to include:

• Predictive churn risk assessment and early intervention alerts
• AI-powered support triage and routing assistance
• Personalized recommendation engine
• Advanced analytics for lifecycle management