Story

Executive Summary

MNC Play transformed their customer retention strategy and delivered remarkable results using innovative partnership between human agents and WIZ.AI’s Talkbot.

The telecommunications company automated over 125,000 subscriber interactions while achieving a 28% higher repayment rate than traditional methods.

Human-AI Copilot Success Metrics

125K+Subscribers Connected
28%Higher Repayment Rate
41.7%Promise to Pay Rate
30KMonthly Automated Calls

The Challenge: Scaling Customer Engagement

Overwhelming Manual Workload

Founded in 2013, MNC Play serves millions of Indonesian customers with IPTV, broadband, and multimedia services. The company faced critical operational challenges:

Limited human resources for outbound retention calls
Repetitive payment reminders consuming agent time
Complex upsell strategies requiring sophisticated pricing
Declining renewal rates and slowing revenue growth

The Scale Problem

MNC Play struggled with diverse billing cycles occurring monthly, quarterly, and yearly. Human agents couldn’t handle the volume effectively.

This shortage led to:

Subscriber lapses
Dropped renewal rates
Reduced revenue growth
Agent burnout from repetitive tasks

The Solution: Human-AI Copilot Implementation

Phase 1: Gradual Automation

In October 2022, MNC Play adopted WIZ.AI’s Talkbot technology and launched it with strategic phases:

01

Month 1

5,000 automated reminder calls

02

Month 6

30,000 automated calls monthly

03

Year 1

125,000+ subscribers connected

Scalability Advantage

The AI copilot approach delivered unprecedented flexibility. Unlike human agents, Talkbot scales up and down instantly with no resource limitations.

This would have required over 200 additional human agents if done manually.

Outstanding Results: AI-Human Partnership Success

Payment Collection Performance

The strategy generated impressive metrics:

41.7%Promise to Pay (PTP) Rate
28%Higher Repayment Rate vs. Human Agents
Instant conversation insights and tagging
Accurate payment collection forecasting

”Talkbot’s voice is similar to human voice and not stiff. Customers understand what the robot is talking about.”

— Mohammad Arief Budiman, Head of Subscriber Retention and Loyalty Management Division, MNC Play

Consistent Customer Experience Through AI Copilot Technology

Eliminating Human Variability

Manual reminder calls create emotional stress for agents.
Their moods fluctuate throughout the day.
This inconsistency jeopardizes customer experience.

AI Reliability Advantage

WIZ Talkbot provides consistent, stable, and reliable interactions.
The system is trained with extensive payment reminder data.
Well-designed dialogue flows ensure industry best practices apply to every call.

Continuous Support Framework

WIZ.AI’s Customer Success team provides:

Proactive back-end monitoring
Regular performance reviews
Insights & recommendations
Quality checks on call experiences

Unleashing Human Potential: The AI Copilot Effect

Strategic Workforce Transformation

Human-AI Copilot implementation freed agents from low-value manual tasks. Human agents now focus on high-value strategic work including:

Diversified renewal strategies
Optimized collection touchpoints
Innovative promotional schemes
Customer relationship building

”Before we partnered with WIZ.AI, our team was on a treadmill of mundane tasks. Now, Talkbots handle routine calls. This empowers human agents to apply expertise and build lasting relationships.”

— Mohammad Arief Budiman, Head of Subscriber Retention and Loyalty Management Division, MNC Play

Future Innovation: Expanding the AI Copilot Model

Year Two Partnership

MNC Play renewed their Human-AI Copilot partnership for continuous innovation:

Current Pilots:

Upselling monthly/quarterly to yearly subscriptions
Proactive outreach before renewal dates
Automated advance payment collection

Future Integration:

WhatsApp automation
Email campaign integration
Multi-channel promotional delivery

About WIZ Talkbot: Advanced AI Copilot Technology

Core Capabilities

WIZ Talkbot facilitates over 100 million automated interactions hourly. The platform features:

Proprietary TTS, NLP, and ASR technologies
95% human-like conversation quality
Adaptive voice modulation (firm to soft)
Local language understanding

Business Impact

The AI copilot approach delivers exceptional customer service with strong ROI.

Companies achieve operational efficiency while maintaining human connection quality.

Ready to Implement Your Human-AI Copilot Strategy

Transform your customer engagement with WIZ.AI’s voice automation solutions. Our specialists help design Human-AI Copilot implementations tailored to your business needs.

Contact WIZ.AI Today