Kcell JSC (operating under the Kcell and Activ brands) has deployed an advanced AI-driven solution to automate outbound communications with its subscribers. This new approach enables faster and more accurate delivery of information about tariffs and services, takes individual customer preferences into account and significantly reduces irrelevant outreach.
Built on machine learning, large language models, and Big Data, the solution addresses evolving customer expectations. Today, subscribers expect communication that is timely, relevant, and easy to understand — without intrusive calls or repetitive offers.
«We have deliberately moved away from mass outbound calling in favor of intelligent, context-aware engagement. The system adapts to each interaction and offers customers only solutions that are genuinely relevant to them,» said Askar Duishenaliyev, Director of Big Data and Customer Value Management at Kcell.
At the core of the solution is an intelligent outbound calling system operating 24/7 and engaging with thousands of subscribers daily. Its scalable architecture allows campaigns to reach up to 23.1% of Kcell’s active subscriber base.
Built-in analytics enable rapid adjustments to communication flows, while intelligent algorithms dynamically adapt interactions in real-time, making communication more precise and easier to understand.
Kcell selected Cybernet AI as its technology partner for the project. The solution has enabled the company to reduce campaign launch time and improve customer engagement effectiveness. As a result, AI-driven campaigns have delivered sales growth of up to 15.5%, with an average conversion rate of 10.7%.
In addition, Kcell plans to introduce an AI interface that will allow company specialists to independently create and modify communication scripts without involving technical teams. This will enable faster responses to evolving customer needs and support the scaling of AI-driven communications.
