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How Leading Telecom Providers Use AI to Boost Upselling and Cross-Selling Revenue and Customer Satisfaction

By: GoBeyond Team
July 3, 2025
3 min read
Telecom AI upselling and cross-selling dashboard showing ARPU lift and churn reduction

Quick Overview

Leading telecom providers leverage AI to analyze customer data (usage, devices, preferences) to identify ideal timing and product offers for upselling (e.g., 4G to 5G upgrades) and cross-selling (e.g., data plans, accessories). AI delivers personalized offers via digital channels tailored to each customer’s likelihood to convert, increasing efficiency, ARPU, and reducing churn.

Vodafone, Telkomsel, Hawaiian Telcom, PLDT, Telkomsel, Hawaiian Telcom, Valley Fiber, Breezeline, Lightcurve
Vodafone, Telkomsel, Hawaiian Telcom, PLDT, Telkomsel, Hawaiian Telcom, Valley Fiber, Breezeline, Lightcurve
Company Size
Large multinational telecoms
Revenue Range
Multi-billion dollar revenues
Primary Challenge
Increasing ARPU and reducing churn through personalized AI-driven sales strategies
Key Metrics
\- 2–4% B2C revenue boost from upselling\- 5–20% ARPU increase from cross-selling\- 50% boost in lead conversion rates (B2B example)\- £80M added sales pipeline in 6 months\- 30% reduction in early-life churn\- 22x ROI reported by Actifai users

The Problem

Traditional upselling and cross-selling were manual, generic, and poorly targeted, limiting revenue and customer satisfaction

The Solution

AI-powered predictive analytics and next-best-experience systems analyze network, billing, and behavioral data to create personalized, timely offers; platforms like Microsoft Azure AI, Actifai, Flytxt Sales Accelerator, and DvSum CADDI enable real-time targeting and conversational analytics

Results

\- Significant revenue growth and pipeline expansion\- Higher conversion and retention rates\- Improved customer satisfaction and perceived personalization\- Enhanced sales pipeline health and efficiency

“Our partnership with Actifai continues our legacy as a community-focused technology leader, bringing state-of-the-art AI tools for our customer service professionals.”“By investing in redefining our data estate and putting our network data, along with our commercial data, into a place where AI can be trained on both simultaneously, we are able to see not just what those network experiences are, but how they subsequently comport to customer satisfaction and performance.”

Beth Barnes, VP Marketing and Consumer Sales, LightcurveMike Sievert, President and CEO, T-Mobile

Details

Industry
Professional Services & Consulting
Departments
Sales & Lead Generation
Marketing & Content
Use Cases
Upsell & Cross-sell
Tags
Predictive Modeling
Recommendation Engine
Time-Saving
Improved Accuracy
Enhanced Decision-Making
Scalability
Sales Teams
Marketing Teams
AI Tools Used
No items found.
Sources
https://dialzara.com/blog/ai-in-telecom-upselling-vs-cross-selling/https://www.linkedin.com/pulse/business-case-ai-powered-cross-selling-upselling-driving-schwarz-84stehttps://flytxt.ai/knowledge-zone/case-studies/ai-driven-cross-selling-boosts-telco-groups-fixed-and-broadband-revenue-by-20-across-4-markets/https://dvsum.ai/blog/boosting-telecom-sales-with-dvsum-caddi/https://www.kearney.com/industry/communications/article/signaling-the-future-five-telco-trends-in-2025https://www.subex.com/blog/ai-trends-in-telecom-2025-solving-critical-industry-challenges/

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