Can AI identify upsell and cross-sell opportunities in telecom customer calls?

AI agents detect upsell and cross-sell signals during customer calls, usage patterns close to plan limits, mention of a household member with different needs, questions about specific features available on a higher plan, or confirmation of a service that pairs with an available add-on, and present a relevant offer at a natural point in the conversation.

The offer is presented as a helpful suggestion rather than a sales script, which achieves significantly higher acceptance rates than scripted agent pitches.

All upsell outcomes are logged and pushed to your CRM for tracking against targets.

For example, a mobile operator configures Televanta to detect data usage queries where the customer is within 10 percent of their plan limit.

The AI explains the current status and adds: "It looks like you might use up your allowance before the end of the month.

We do have a 5GB data add-on available for 3 euros that would cover you, would you like me to add that?" The AI-presented add-on converts at 24 percent, compared to 9 percent on the previous IVR-based offer.

A broadband and TV bundle provider uses Televanta to identify customers calling about broadband-only accounts who ask questions that suggest they watch streaming services.

The AI presents a brief TV bundle offer at the end of the resolved enquiry.

Within 90 days, Televanta generates 340 bundle upgrades from inbound service calls that previously had no commercial outcome.

The additional revenue significantly exceeds the platform cost.