How a National Telecom Provider Improved
Retention Revenue with
Intelligent Agent Training
~20%
Faster Time to Competency
Upto 5%
Better Customer Save Rate
Telecommunications
Company Profile
- ✓Largest pure-play fiber provider in US
- ✓Operating in 25 states nationwide
- ✓13,300+ employees
The Challenge
The Solution
The Full Context
Retention teams were experiencing high churn and inconsistent performance, largely due to limitations of traditional training methods. Classroom sessions and static LMS content lacked adaptability, making it difficult to meet individual agent needs in real time. Trainers and supervisors had limited visibility into each agent's evolving knowledge gaps and live performance.
With the help of AuxoAI, an AI-powered Retention Training Copilot was deployed to deliver interactive voice simulations and real-time personalized coaching. The copilot continuously analyzes agent interactions to surface actionable insights and guide performance improvement at an individual level.
The Approach
Working with AuxoAI, the company deployed an AI-powered Retention Training Copilot, a system designed to replace the static classroom model with continuous, personalized coaching available around the clock.
Voice Based Simulations
Mirrored real production-floor interactions. Agents practiced realistic customer save scenarios before handling actual calls, boosting preparedness and retention effectiveness. The AINext platform provided safe practice environments for high-stakes conversations.
Real-Time Personalized Coaching
Delivered live feedback on compliance, empathy, and soft skills during simulations. The system continuously analyzed agent interactions to identify individual knowledge gaps and surface actionable insights for immediate improvement.
Dynamic Assessment
Benchmarked skills on day one and revealed priority gaps even before agents took customer calls. Performance dashboards and next-best learning modules turned insights into tailored paths, driving continuous self-improvement without requiring additional trainer headcount.
The structured approach enabled systematic evaluation and roadmap creation. Business leaders gained clarity on AI investments; IT teams received actionable implementation plans.
The Impact
The AI-powered training solution delivered approximately 20% reduction in time to competency and 5% improvement in customer save rate.Beyond the headline numbers, the deployment changed how the organization thinks about agent development. Coaching shifted from reactive and subjective to proactive and data-driven. Agents reported higher confidence going into live calls. And the company eliminated weeks of unproductive classroom time from its onboarding pipeline, freeing trainer capacity and reducing the cost of every new hire.
Project Highlights
Solution
AI-powered training copilot
Voice-based simulations
Real-time coaching