Handling upsells and cross-sells for telecom products
AI agents can reach out to customers via voice and text to recommend personalized offers, such as adding data packs, upgrading to a higher-tier plan, or bundling services like internet, TV, and mobile.
Working on churn prevention and renewals
AI agents can predict when a customer is at risk of churn, based on factors like reduced usage or service complaints. AI can then trigger retention campaigns, such as offering discounts, promotions, or personalized service options to keep the customer engaged.
Assisting customers in downtimes and outages
AI agents can proactively manage service downtimes and outages by directly engaging with affected customers in real time. When a potential or actual service disruption is detected, AI can instantly notify customers about the issue, provide an estimated resolution time, and offer temporary solutions to minimize impact (e.g., alternative services or workarounds). Instead of waiting for customers to call in, AI agents can proactively reach out via multiple channels—such as text messages, emails, or calls—to inform them about the outage and provide updates as the situation evolves.
Handling customer queries
AI agents can handle routine customer inquiries, such as checking account balances, updating billing information, troubleshooting issues, and providing information on service plans. For more complex issues, the AI can gather relevant information and escalate the query to the appropriate team member.