Most clients were unaware their discounts would soon expire. The moment the tariff increased, they churned. Additionally, half of expiring contracts were not being contacted. Following a single AI deployment, contact rates increased threefold – and the majority of them converted.
A leading Northern European telecommunications and media group – offering mobile plans, internet, television and consumer electronics had exactly this problem. Their renewal campaigns were limited by headcount, inconsistent in execution and reaching fewer than half their target clients before contracts expired. They needed a way to scale outreach without scaling the team.
The Challenge
Manual renewal campaigns couldn’t keep up with contract volume
The existing outbound process relied entirely on human agents to contact clients nearing the end of their contracts. Other channels, such as email and SMS, were not delivering meaningful results. As a result, manual calling campaigns were costly, inconsistent, and fundamentally limited in reach – leaving significant revenue on the table. The team was working. The process wasn’t.
- Human agents were reaching just 30-40% of clients targeted for renewal, leaving the majority uncontacted before their contracts expired and prices automatically increased.
- Different agents communicated pricing changes and renewal offers differently, resulting in missed opportunities.
- Scaling outbound campaigns required hiring and training additional agents – slow to hire, expensive to train and difficult to scale back down.
- Churn risk at expiration – clients whose contracts expired without renewal faced automatic price increases, driving dissatisfaction and churn.
The Solution
An AI Voice Agent that calls, qualifies and converts autonomously
The carrier implemented a multi-language AI-powered Voice Agent to automate outbound upsell and contract renewal calls. Rather than replacing the contact centre, the AI Agent handled the high-volume, repetitive outreach – freeing human agents to focus on complex, high-value interactions.
- Automated outbound calling – the Agent proactively contacted clients nearing expiration, explained the upcoming price increase, presented the renewal offer, and verified the client’s identity (e.g., personal ID and/or contract number) to guarantee the conversation was conducted with the correct individual.
- Personalised at scale – each call was tailored to the client’s plan, contract status and pricing tier, offering a 24-month extension to lock in their current rate.
- Natural conversation handling – the Agent addressed objections, answered questions and read client intent in real time – no scripted menus, no dead ends.
- Commitment capture – qualified interest was recorded as a confirmed renewal or flagged for follow-up
- Uninterrupted escalation and rescheduling – complex cases were transferred to a live agent with full context intact; unavailable clients were automatically rebooked.
- Multi-language, zero-integration launch – the campaign went live across languages without touching existing CRM or billing infrastructure.
Results
Triple the reach. Double the conversions.
| Figure | Metric |
|---|---|
| 3x | Increase in client reach before contract expiry |
| 73% | Contact rate 2.2x higher than manual campaign |
| 27% | Renewal conversion rate. Nearly doubled to manual campaign |
| ~80% | Of calls handled by AI |
| 50-70% | Reduction cost per call |
Why It Works
1. Reach the client at the right moment — Contract expiration is the highest-intent moment in the client lifecycle. In many cases, clients were not even aware their contract was expiring or what services they were actually subscribed to and under what terms. Contacting clients before their rates go up guarantees the price change becomes a conversation rather than a cancellation. 2. Automation: Qualifying leads, not simply dialing — The AI Agent generated committed clients’ qualifying intent, captured renewals and routed the genuinely complex cases to human agents who could handle them. Crucially, it also acted as a real-time consultant explaining services and contract terms clearly during the call, using full CRM-level context and retrieving relevant information quicker and more consistently than a human agent. 3. Zero-friction deployment — A POC can go live on day one without CRM or billing integration, enabling speedy time-to-value and low risk while full functionality (personalisation, identity verification, CRM updates) can be added in a second phase when deeper integration is required.
Is your business ready to transform contract renewals into a dependable revenue stream?
By the time a human agent would have finished their contact queue for the morning, the AI had already contacted hundreds of clients and captured their renewal commitments. This is what outbound automation looks like when it’s built for outcomes.
Under the terms of our non-disclosure agreement, the identity of this client remains confidential; however, all performance metrics and strategic outcomes presented are based on verified internal data.
Last updated: April 2026.
