A mobile operator with 18M subscribers had a monthly churn rate of 2.1%, costing $420M annually in lost revenue and $85M in acquisition costs to replace churned subscribers. Retention offers were triggered only when customers called to cancel.

Win-back campaigns targeting former subscribers had a 4% success rate. Usage pattern changes that predicted churn (reduced data usage, fewer calls, increased competitor app usage) were visible in data but never analyzed. Retention offers were one-size-fits-all, ignoring individual price sensitivity and feature preferences.

The operator needed proactive churn prediction with personalized retention interventions.

The Solution

Agents that analyze usage, predict churn, design offers, reach subscribers, and win back departures

Vijan.AI deployed 5 agents. The Usage Analyzer tracks plan utilization, complaint history, network experience quality, and competitive behavior signals. The Churn Predictor scores each subscriber's 30-day churn probability using 80+ behavioral features. The Offer Designer selects personalized retention incentives based on subscriber value, churn drivers, and price sensitivity. The Outreach agent delivers offers via each subscriber's preferred channel (SMS, app notification, call). The Win-Back agent re-engages recently churned subscribers with targeted offers timed to contract end dates with competitors.

Autonomous Agents

How each agent reasons, decides, and acts

Step 1 · Churn

Churn Intervention Agent

Predictive Churn Detection & Retention Offers

Identifies at-risk subscribers using ML churn models and autonomously triggers retention campaigns, discount offers, or outbound calls to prevent cancellations.

Input

Usage trends, payment history, support tickets, competitive intelligence

Output

Churn risk scores, retention offers, outbound call lists, campaign triggers

Calls churn prediction model trained on usage decline, payment delays, and complaints
Calls retention API to generate personalized discount, upgrade, or loyalty offers
Autonomous decision: send offer, escalate to retention team, or schedule callback
Routes high-risk accounts to Account Manager and Inquiry agents for proactive outreach

Step 2 · Inquiry

Subscriber Inquiry Agent

Subscriber Inquiry & Issue Resolution

Handles billing questions, technical issues, and plan changes via chat and phone, autonomously resolving common cases and escalating complex issues to specialists.

Input

Customer inquiries, CRM records, billing history, technical logs

Output

Inquiry responses, case closures, escalation tickets, satisfaction scores

Calls CRM API to retrieve subscriber account details and interaction history
Calls case database to search knowledge base for common issue resolutions
Autonomous decision: auto-resolve, issue credit, or escalate to technical or billing team
Routes unresolved cases to Bundle Optimizer and Account Manager for offers

Step 3 · Bundle

Bundle Optimizer

Personalized Plan & Bundle Recommendations

Analyzes usage patterns to recommend optimal bundles, add-ons, and upgrades, autonomously proposing plan changes that reduce churn and increase ARPU.

Input

Usage data, current plans, pricing catalogs, competitor offers

Output

Plan recommendations, bundle offers, upgrade proposals, ARPU forecasts

Calls pricing engine to model plan costs, overages, and bundle savings
Calls offer database to match subscriber usage with optimal plan configurations
Autonomous decision: propose upgrade, downgrade, or add-on to optimize value
Routes bundle recommendations to Account Manager for customer outreach

Step 4 · Account

Account Manager Agent

Proactive Account Management & VIP Engagement

Monitors high-value and at-risk accounts, autonomously scheduling check-ins, sending loyalty rewards, and escalating VIP issues to dedicated support teams.

Input

Account value, tenure, support history, loyalty program status

Output

Check-in schedules, loyalty rewards, VIP escalations, retention outcomes

Calls contact database to retrieve preferred communication channels and times
Calls loyalty API to issue rewards, bill credits, or exclusive offers
Autonomous decision: schedule proactive call, send reward, or escalate to VIP team
Routes retention outcomes to Segmentation agent for cohort analysis

Step 5 · Segmentation

Subscriber Segmentation Agent

Customer Segmentation & Cohort Analysis

Segments subscribers by usage, tenure, and value, autonomously identifying high-LTV cohorts for growth campaigns and low-engagement segments for win-back programs.

Input

Usage data, ARPU, tenure, churn outcomes, campaign responses

Output

Segment definitions, cohort reports, campaign targets, LTV forecasts

Calls analytics database to aggregate subscriber metrics by demographics and behavior
Calls segmentation rules engine to classify customers into retention, growth, and win-back tiers
Autonomous decision: assign campaigns, adjust offers, or retire low-value segments
Routes segmentation insights back to Churn agent for targeted interventions

Results

Measurable impact within 90 days of deployment

30%

Churn Reduction

Monthly churn rate reduced from 2.1% to 1.47%. Saved 113,000 subscribers annually.

$126M

Revenue Preserved

Annual revenue preserved from retained subscribers plus reduced acquisition costs for replacements.

58%

Offer Acceptance

Proactive retention offer acceptance rate of 58% vs. 12% for reactive offers at cancellation.

18%

Win-Back Rate

Win-back success rate improved from 4% to 18% through better timing and personalized offers.

Implementation

From pilot to production in 12 weeks

Week 1-4

Agent Design & Tool Integration

Defined agent capabilities, connected ML model, rules engine, graph DB, and chargeback API tools. Configured orchestrator routing logic.

Week 5-8

Shadow Mode & Autonomous Tuning

Agents ran in shadow mode on 10% of transactions. Tuned decision thresholds, tool call parameters, and feedback loop retraining frequency.

Week 9-12

Full Autonomous Deployment

Production rollout across all channels. Agents operating fully autonomously with human-in-the-loop for critical escalations only.

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