In my last job at a big telco I was working with/on a scorecard driven next-best-offer system steering 80-90% of all outbound callcenter activities. I would not

In my last job at a big telco I was working with/on a scorecard driven next-best-offer system steering 80-90% of all outbound callcenter activities. I would not call it AI/ML because the scorecards were built with good old logistic regression and were pretty old (bad) but the process made us 25 M €/year (calculated NPV). I don't know how much of it was added by the scoring process. We also had a real-time system for SMS marketing built on the top of the same next-best-offer system making 12+ M €/year (real profit). On the other hand I found an internal fraud costing us 2-3 M €/year applying only the weak law of big numbers. Big corp, big numbers. Now I build a similar system for a smaller company. I think we will stick mainly to logistic regression. I actually use "neural networks" with hand-crafted hidden layers to identify buying patterns in our grocery store shopping cart data. It works pretty well from a statistical point of view but it is still a gimmick used to acquire new b2b partners.