Human-AI Copilot: How MNC Play Scaled Customer Engagement and Boosted Revenue with Voice AI
A comprehensive case study showcasing the transformative power of Human-AI copilot in telecommunications
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
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:
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:
“Talkbot’s voice is similar to human voice and not stiff. Customers understand what the robot is talking about.”
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:
“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.”
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.
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