AI Agents for Telco
AI Agents for Telco & Wireless | Renewal Retention & Upgrade Automation
The renewal call your team doesn't have time to make.
In wireless, the customer who doesn't hear from you before contract end is already on a competitor's website. Adaptive runs the proactive renewal conversation at scale — 90 days out, 60 days out, 30 days out — so your team handles the exceptions, not the volume.
Built by people who've run wireless revenue floors.
The problems we've seen firsthand
What actually costs you revenue in Telco.
Customers churn because nobody called.
Most wireless churn isn't caused by a bad experience — it's caused by a competitor's promotion landing at the exact moment your renewal window went unworked. The customer didn't hate you. You just didn't show up.
Overnight inbound has no coverage.
Wireless customers call and text at all hours. New activations, plan questions, billing disputes, upgrade requests — they don't wait until 9am. Every unanswered overnight inquiry is a competitor's opportunity.
Upgrade conversations require too much rep time.
Walking a customer through a device upgrade, explaining trade-in value, running through plan options — this takes 15-20 minutes per call. Skilled reps spend half their day on conversations that follow a predictable script.
What the AI agent runs
The conversations that move your number.
Proactive renewal outreach
VoiceAdaptive calls every customer 90, 60, and 30 days before contract end. The AI knows their current plan, usage history, and eligible upgrade options. It handles standard renewals end-to-end — creating a ticket for the account manager only when the customer needs a custom arrangement.
Plan upgrade conversations
Voice + ChatWhen a customer hits data limits three months in a row, Adaptive reaches out with the upgrade conversation — specific plan options, pricing, and the trade-in value of their current device. No script needed. The AI knows your catalog.
Overnight inbound coverage
Voice + ChatEvery call and text that comes in outside business hours gets a real response. New activation questions, billing disputes, plan changes — Adaptive handles them at 2am the same way your best rep would at 2pm.
Churn intervention
VoiceWhen a customer calls to cancel or asks to port their number, Adaptive engages with retention offers in real time — matching competitor pricing, offering loyalty credits, or flagging for a senior retention specialist if the account value warrants it.
Example — how it runs
See the motion.
A wireless customer's 24-month contract ends in 45 days. They've been on the same plan since activation and haven't upgraded their device.
Adaptive identifies the customer as renewal-eligible 45 days out from the CRM.
AI agent calls the customer: 'Your contract is coming up — we wanted to walk through your options before anything changes.'
The AI reviews their usage history: they consistently use 8GB on a 5GB plan and pay overage fees every month.
It presents a tailored upgrade: a 15GB plan at $5 more per month that eliminates their $15 average overage charge.
The customer agrees. Adaptive processes the plan change, schedules device delivery, and sends a confirmation SMS.
A CRM record is created showing 'renewal confirmed — plan upgrade — device order placed' with full conversation transcript.
A customer who was paying overage fees every month renewed on a better plan, ordered a new device, and left the conversation satisfied — without a human rep ever picking up the phone.
What we measure
The metrics that matter in Telco.
Renewal retention rate
% of eligible renewals retained before contract end — industry benchmark: 74%, top performers: 88%+
Overnight inbound conversion
% of after-hours inquiries that result in activation or plan change within 24 hours
Upgrade attach rate
% of renewal conversations that include a device or plan upgrade — typically 2.3x higher when proactively offered
AI completion rate
% of renewal conversations fully handled by AI without needing a human — typical Adaptive deployment: 68-74%
Compliance
We've been on the wrong end of a compliance violation. We build accordingly.
Adaptive's telco deployments include configurable TCPA disclosure language, opt-out management, state calling restriction enforcement, and do-not-call list integration. Your compliance team configures the rules; the AI enforces them on every call.
"The customers we were losing weren't leaving because of our service. They were leaving because nobody called. Once we had coverage on the renewal window, retention climbed without any change to our offer."
See it run your Telco revenue motion.
Book a Live Build — one hour with our team. We'll build your first AI agent, connected to your actual tools, running your actual use case. You'll see it work before the call ends.