Case Study: MNC Play boosts retention and repayment rates with WIZ.AI Talkbot

MNC Play scales customer engagement and boosts growth with WIZ.AI

MNC Play, an Indonesian telecommunications company, faced challenges in customer retention due to an overwhelming manual workload. Their limited human resources were consumed by repetitive payment reminder calls for diverse billing cycles, leading to subscriber lapses and declining renewal rates. To address this, they partnered with vendor WIZ.AI to implement their Talkbot, an AI copilot service.

The solution from WIZ.AI involved a gradual automation of outbound calls, which scaled to handle over 125,000 subscriber interactions. This Human-AI Copilot strategy achieved a 28% higher repayment rate compared to traditional methods and a 41.7% promise-to-pay rate. The implementation freed human agents from mundane tasks, allowing them to focus on high-value strategic work, and reliably handled 30,000 automated calls monthly.

MNC Play

Mohammad Arief Budiman

Head of Subscriber Retention and Loyalty Management Division