Telco boosts sales & cuts churn with AI hyperpersonalization

A leading telco provider of phone, broadband, and TV plans was facing fierce competition and constant user churn. We supported their sales and user retention efforts by implementing a GenAI solution to personalize offered packages, with a chatbot to boot for further customization.

90%

fewer user steps required

Challenge

With a myriad of options, customers might find it challenging to choose the right package for their telco needs. They’re looking for a deal that meets their exact needs while beating the price of offers from competitors. In many cases, finalizing the package requires over 20 decisions, making it a headache for both providers and customers.

Coupled with a highly competitive market, this results in user churn and decreased customer satisfaction.

Solution

Using clear, data-backed reasoning, the engine creates personalized offers for each user based on their past behavior. On the client’s end, this reflects the value of each deal the system offered and made, making its ROI immediately transparent.

Our chatbot allows users to customize their deals, making them even more enticing. This happens on the personalized landing pages, where they can choose to add or remove individual parts (e.g., more data, better call rates) based on two initial offers.

This results in increases in the number of closed deals, reduced user churn, and a twice as fast user journey from start to finish.