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