Turning Customer Conversations Into Loyalty: How AI Helped a Telecom Giant Reduce Churn

The Starting Point

In the crowded Polish telecommunications market, competition was intensifying. New players were entering fast, bringing aggressive pricing and sleek digital-first experiences. For one established telecom provider, this meant churn rates suddenly spiked. Customers were leaving — and the company couldn’t afford to just watch them go.

The leadership team realized that the answer to retaining customers might already be hidden in plain sight: the thousands of hours of conversations happening every day in their customer service centers.

The Challenge

The issue wasn’t just the volume of calls — it was the insight buried within them. Every “I’m thinking of switching” or “I can’t justify this cost anymore” was a signal, but one that often got lost in the flood of conversations.

What the telecom needed was a way to:

• Detect early signals of churn directly from speech and text interactions.
• Understand the root causes behind why customers were leaving.
• Act quickly and personally to keep them from walking away.

Without this, every churned customer represented not just lost revenue, but a lost relationship — and a potential win for a rival.

The Turning Point

That’s where we stepped in. At Syntheticaire, we designed an AI-driven system combining:

• Speech-to-text transcription to accurately capture conversations.
• Wording and intent recognition to flag customers at risk of leaving.
• NLP and statistical AI to mine call data, identify churn patterns, and surface the real reasons customers were dissatisfied.

Together with the client’s team, we didn’t just focus on prediction — we built a full retention engine. When risk signals were detected, the system suggested loyalty-building actions tailored to the customer’s pain points.

Importantly, we implemented strict data privacy frameworks. Depending on client needs, the LLM could run fully inside their private cloud, on their own servers, or via enterprise-secure APIs from OpenAI or Google. And every new model update was performance-checked before release to ensure reliability and compliance.

The Outcome

The impact was striking:

• Churn dropped by 35% in just a few months.
• Customer loyalty increased, supported by new AI-driven retention programs.
• Service agents felt empowered with real-time insights, turning routine calls into meaningful conversations.

This wasn’t just a numbers game. Behind that 35% reduction were thousands of customers who decided to stay, customers who felt heard and valued.

Looking Ahead

For the telecom, this project unlocked a new way of working with AI: not as a one-off tool, but as a continuous system of listening, learning, and improving. The same approach can be applied to other industries — anywhere customer conversations hold the key to loyalty.

Let’s Explore What’s Possible

If you’ve ever wondered what your customers are really telling you — and how many you might be losing without realizing — this story is proof that AI can help. At Syntheticaire, we’d love to explore how your customer conversations could become your strongest loyalty driver.