AI-driven churn, network and support for a 60M-subscriber telecom
With 60M+ subscribers, even a point of churn moved millions. Predictive analytics and Generative AI cut churn and automated support.
The challenge
Churn and manual customer-service processes were dragging on efficiency across a 60M-subscriber base.
Network performance and service quality needed a data-driven lift.
What we did
Churn prediction
Built predictive models flagging at-risk subscribers with about 85% accuracy.
Network optimisation
Applied machine learning to reduce service interruptions and lift network performance.
Generative-AI support
Deployed an LLM-powered assistant that automates a large share of routine enquiries.
Results
The operator reported roughly $10M in annual savings from reduced churn.
Client identity is confidential; figures are as reported at project close.
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