Overview
A major telecom operator struggled to retain subscribers due to competitive plans and inconsistent service experiences. Manual identification of subscribers likely to discontinue services was impossible at scale, leading to reactive retention efforts.
Business Challenges
1.
High rate of subscriber loss due to inconsistent experiences and strong competitor offerings
2.
Impossible to manually analyze millions of usage logs and call transcripts
3.
Retention campaigns were reactive and poorly targeted
Solution Implemented
AI-driven predictive engine calculating daily discontinuation risk for each subscriber
NLP applied on call transcripts and complaint logs to identify sentiment and risk patterns
RPA bots auto-enrolled high-risk subscribers into tailored retention journeys
Impact Delivered
15%
Subscriber Retention Improvement
Significant reduction in subscriber loss
6X
Campaign Effectiveness
Hyper-targeted retention actions increased impact
80%
Manual Effort Reduction
Teams focused only on high-value interventions