SKAPIAN LAB◆ CASE STUDY · 06 — TELCO RETENTION
The retention cockpit.
Live AI assist for call-center agents — churn risk, emotion, intent, and ranked offers, all in one cockpit while the call is still warm.
Live
AI assist
<1s
Decision latency
Azure
Cognitive Services
100%
Calls scored
— 01 / THE COCKPIT
One screen. One call. One decision.
Everything an agent needs in their peripheral vision — churn risk, live transcript, emotion read, and the best offer to lead with.
Retention Engine
AGENT · 12847 · LIVE CALL
● Ready● Recording
CUSTOMER PROFILE
James Rodriguez
Risk38 / 100
MRC$135 / mo
PlanInternet · 400 Mbps + TV
ServicesInternet · TV
LIVE CHURN RISK
⚠ MEDIUM RISK
EMOTIONFrustration
ACTIVE PATTERNS
process frustrationcompetitor mention
LIVE TRANSCRIPT● RECORDING
I just got an offer from Horizon — one gig for $85 a month. Fifty bucks less than what I'm paying you.
I see the price gap. Let me pull up our best offers for you right now.
Frankly, I'm tired of it. I've been paying $135 forever and every year I have to call in to negotiate.
SMART OFFERS6 AVAILABLE · RANKED
OFFERMRCSAVESTERM
BasicTV_$90Internet_2yr$90/mo$45 savings2 yr
Core_$95Internet+TV_1yr$95/mo$40 savings1 yr
Flex_$100InternetBasicTV$100/mo$35 savingsStandard
Enhanced_$120Internet+TV$120/mo$15 savings1 yr
Flex_$120InternetBasicTV$120/mo$15 savingsStandard
— 02 / WHAT THE AI HEARS
Three reads. Every second.
Emotion
Tone, pace, and word choice → frustration, satisfaction, hesitation.
Patterns
Repeated themes — competitor mentions, billing complaints, process pain.
Intent
Cancel · downgrade · negotiate · informational. Routed in milliseconds.
— 03 / SIGNAL PIPELINE
Mic to model to map.
Audio Stream
Azure Speech
Transcription
Real-time STT
NLU
Emotion · intent
Churn Engine
Risk · patterns
Offer Router
Ranked · live
— 04 / IN PRODUCTION
Save the call. Then save the customer.
<1s
End-to-end latency
Live
Risk re-scored per turn
100%
Calls observability
Azure
Cognitive Services
"Retention is won in the first thirty seconds. The cockpit just makes those thirty seconds legible."
— On what we built
— 05 / BUILT WITH
The toolkit.
Azure Speech
Azure OpenAI
Emotion classifier
React
WebSockets
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