Online Hotel booking Firm Purchase Prediction

Business challenge

  • Users of a major online hotel booking firm explore the site’s features but do not purchase
  • Customer care features are often invoked by paid customers, which is costly and signifies customer confusion and usability problems

Solution

  • A Machine Learning system utilizing usage patterns for accurate prediction of whether a user will purchase and whether they will invoke customer care

Business benefit

  • Factors that predict customer care invocation allowed site administrators to improve usability and quickly intervene to aid customers in need of assistance
  • Accurate prediction of customers not likely to buy triggered alternative targeted campaigns for increased conversion