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AI-Driven Customer Retention Workflow in Telecom

This use case showcases how a major telecom operator tackled rising customer churn using a smart integration between Zendesk (customer support platform) and Harmony AI. Traditional retention methods often react after a customer leaves. In contrast, this workflow identifies and retains at-risk customers before they churn—making it a proactive and intelligent solution to a long-standing problem.

Why It Stands Out?

This use case exemplifies the fusion of RPA and AI with human oversight in a real-time, practical support scenario. Unlike traditional RPA use cases that focus purely on task automation, Robility:

  • Real-time churn prediction using NLP and AI sentiment analysis.
  • Automation of personalized offers based on live customer sentiment, behavior patterns, and risk scores.
  • Streamlined escalation that ensures only high-risk cases are handled by specialists, reducing agent overload.
  • Live feedback loop that monitors customer response to offers and dynamically adjusts risk scores.

Ecommerce

3x

Contextual AI responses and automated workflows shorten resolution cycles significantly.

60%

Automated email triaging and AI-crafted replies dramatically accelerate query resolution.

50%

Reduced dependency on manual agents for repetitive tasks helps optimize support budgets.

Key Process Steps:

  1. Support Ticket Creation – Customer complaints via chat or email are logged in Zendesk as support tickets.
  2. AI-Based Enrichment – Harmony AI analyzes sentiment, intent, and churn indicators like “cancel” or “switch provider”.
  3. Risk Tagging & Routing – Tickets are tagged with churn risk level and routed to a dedicated Retentions Queue.
  4. Personalized Offer Trigger – Based on churn risk, AI suggests offers (e.g., data boost, discount) or escalates to a specialist.
  5. Follow-up & Monitoring – AI monitors ticket resolution and adjusts churn score based on customer response.

Key Benefits:

Proactive Retention

By streamlining operations, minimizing repetitive tasks, and ensuring faster turnaround.

Reduce workloads

Allowing customers to receive assistance at any time, and alleviates the burden on support agents

Improved CSAT

Quicker, smarter responses elevate the overall support experience and improve customer satisfaction