How Data Science Helps Prevent Churn at Avira, a 100-million User Company Calin-Andrei Burloiu Big Data Engineer Iulia Paov Machine Learning Engineer Strata.

Slides:



Advertisements
Similar presentations
Benchmarking Clinicians Farrokh Alemi, Ph.D.. Why should it be done? Hiring, promotion, and management decisions Help clinicians improve.
Advertisements

Lesson 9 Computer Troubleshooting
Preventing Good People From Doing Bad Things Best Practices for Cloud Security Brian Anderson Chief Marketing Officer & Author of “Preventing Good People.
We all know the world is changing… Upgrades may break apps We need sufficient time to test Our key software vendors need time to test & issue statements.
The United States Postal Service processed over 150 billion pieces of mail in 2013—far too much for efficient human sorting. But as recently.
BIG DATA – WHAT’S THE BIG DEAL The call would start soon, please be on mute. Thanks for your time and patience.
Trend Micro Deployment Kelvin Hwang IT Services University of Windsor.
Towards Appraising Online Stores SEPI Research Group, Department of Computer Science and AI University of Malta 1 CSAW 2004 Towards Appraising Online Stores.
Lim Sei cK.  To undertake marketing effectively, businesses need information.  Information about customer wants, market demand, competitors, distribution.
1 Chapter 21: Customer Relationship Management (CRM) Prepared by Amit Shah, Frostburg State University Designed by Eric Brengle, B-books, Ltd. Copyright.
Steve Huey Aluria Software an EarthLink Company Vice President & General Manager UpDate Strategy: Key to Increased Sales, Lower Costs, and Greater Customer.
FITT Fostering Interregional Exchange in ICT Technology Transfer Communication & Collaboration Tools.
Leveraging Asset Reputation Systems to Detect and Prevent Fraud and Abuse at LinkedIn Jenelle Bray Staff Data Scientist Strata + Hadoop World New York,
Don’t Disconnect Me! The challenges of building offline-enabled web apps Matthias Oßwald,
It’s tough out there … Software delivery challenges.
Mobile Testing Overview. Agenda Mobile application quality poses a unique challenge Mobile changes the ALM cycle – Interoperability is unique to mobile.
Prepare for: Intercom In-Product Communication Product Teams and Exec.
EMI INFSO-RI EMI Documentation Emidio Giorgio (INFN Catania) NA2 Leader 2 nd All Hands Meeting May 31th, Lünd.
Big Data Analytics with Excel Peter Myers Bitwise Solutions.
TECHDOTCOMP SUPPORT TECHDOTCOMP nd Ave, Seattle, WA 98122, USA Phone:
McAfee Antivirus Support By Techdotcomp nd Ave, Seattle, WA 98122, USA Phone: Based on Seattle, WA.
Click to edit Master subtitle style Norton Antivirus Customer Service
IPEmotion License Management PM (V1.2).
Welcome McAfee Not updating In Windows
HOW TO REPAIR INCREDIMAIL ERRORS?. Overview  IncrediMail is one of the desktop-based programs which allocate you to share newsletter messages.
How To Uninstall AVG Antivirus?. Restart Your Computer And Log Into Windows As A User With Administrative Account Please restart your computer to make.
How to Upgrade Bitdefender 2017 on Your PC?
How to use your data science team: Becoming a data-driven organization
Global Tech Squad Bitdefender Toll Free No:
Computer Virus and Antivirus
How to fix malwarebytes installation & scaning issues
Introduction to Operating Systems
McAfee Activate  McAfee offers advanced security solutions to the computer users across the globe.  It offers a wide selection of antivirus and internet.
Fix Yahoo Mail Error Code 475
How to Deal with Norton’s Error Code 1844?. Norton antivirus security is a bunch of beneficial features and functions in order to deliver complete security.
How to Fix Windows 10 Update Error 0x ?.
Malwarebytes Tech Support Number There are a lot of antivirus applications, but Malwarebytes is different due to many reasons. It has often.
Microsoft Inspire 9/17/2018 2:10 PM Proactive Insights
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
ACROSS THE WORLD MCAFEE PROVIDING THE UPDATE PROTECTION SOLUTIONS TO THE COMPUTER USERS. AS SAME TO THE ERROR ABOVE, WAIT FOR FEW MINUTES AND THINK SOME.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
ACROSS THE WORLD MCAFEE PROVIDING THE UPDATE PROTECTION SOLUTIONS TO THE COMPUTER USERS. AS SAME TO THE ERROR ABOVE, WAIT FOR FEW MINUTES AND THINK SOME.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
ACROSS THE WORLD MCAFEE PROVIDING THE UPDATE PROTECTION SOLUTIONS TO THE COMPUTER USERS. AS SAME TO THE ERROR ABOVE, WAIT FOR FEW MINUTES AND THINK SOME.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
McAfee Issue Updating the antivirus with the most recent version accessible Activate security software suite.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
Across the world McAfee providing the update protection solutions to the computer users. As same to the error above, wait for few minutes and think some.
McAfee Support Number is Now Open to all, Make a Call Today!
Online Guidance is Available to Repair HP Scanner
 Security is a must today. If your device is not secure with updated antivirus then it is surely vulnerable to the attacks of dangerous viruses, spyware.
GDSP Global Digital Service Platform
When Machine Learning Meets Security – Secure ML or Use ML to Secure sth.? ECE 693.
Presentation transcript:

How Data Science Helps Prevent Churn at Avira, a 100-million User Company Calin-Andrei Burloiu Big Data Engineer Iulia Paov Machine Learning Engineer Strata + Hadoop World New York, 2015

About Avira Headquarters in Tettnang, Germany Security applications for –Windows –Mac OS –iOS –Android Awarded for malware detection

Big Data at Avira 430 million global installs 100 million users On-premise Hadoop cluster –7 worker nodes –30 TB logs and events –5 TB monthly new data

About User Churn Active Installs New Installs Uninstalls

Steps Diagnosis What can we measure? Which are the churn reasons? Understanding Why do users have issues? Who is likely to churn? Treatment & Prevention How can we react to prevent this?

Churn Diagnosis What can we measure? Which are the churn reasons?

What can we measure? Metrics –Churn rate –New Installs –Active users –Usage patterns

Computing Churn from Uninstall Events Uninstall events collected as application logs Pros: –An event is an uninstall for sure Some users reinstall Cons: –Some events are lost offline online

Computing Churn from User Inactivity Check user event logs Users are considered churned after some time of inactivity Pros: –More accurate Cons: –Requires waiting –Results come too late user inactive for 30 days user returns in the 31st day

User Inactivity Convergence

Estimating User Churn Predict monthly user churn rate –Predictor uninstall events –Outcome inactive users

Performing Survival Analysis

User Profile Consider –Devices –Behavior –Technical savviness –Business or consumer? –Errors Users User Profile

Churned Users Active Churned

Uninstall Surveys Ask users to complete a survey on uninstall Find churn reasons 1% users complete surveys Complaints from the past Uninstall Surveys

Lifecycle Surveys Complaints from the present Ask users to give feedback a few weeks after installation Questions based on insights from uninstall surveys Market research –Know your product’s market Lifecycle Surveys

Extracting Sentiments from Surveys Uninstall Surveys Lifecycle Surveys Sentiment Analysis  Sentiment analysis –Negative review Dissatisfaction –Positive review Arbitrary reasons (e.g. reinstall)

Extracting Churn Reasons from Surveys Topic detection –Churn reasons Insights might be misleading Uninstall Surveys Lifecycle Surveys Sentiment Analysis  Topic Detection Reasons

Churn Understanding Why do users have issues? Who is likely to churn?

Matching Profiles with Reasons Compare users –With churn reasons –Loyal Find patterns –Characteristics –Behavior –Context Uninstall Surveys Lifecycle Surveys Sentiment Analysis  Topic Detection Reasons User Profile Match

How Avira Identified Churnable Users Uninstalled surveys revealed an “update” issue as a churn reason –“The product could not update so I uninstalled.” User profile of users with the “update” problem –Context A particular version of the antivirus –Behavior Antivirus didn’t update for at least 2 weeks Users were active at least 4 times in 2 weeks

Churn Treatment & Prevention How can we react to prevent this?

How can we help? Find solutions for each churn reason Directly –Fix bugs –Fix UX –Add requested features –Offer the right price for extra features Indirectly –Head them to support team

To Summarize... Know your data Diagnose users who leave Find and understand reasons Treat every reason to prevent churn

Acknowledgements Many thanks to our colleagues who worked with us on this project or helped us with the presentation Rodica Coderie Data Scientist Viacheslav Rodionov Big Data Engineer Anna Tyrkich Designer