Industry · Telecommunications
A subscriber-event transformer fused with a domain sentiment encoder over voice and chat transcripts, both pre-trained self-supervised across consumer and SMB portfolios. Downstream heads fine-tune to the carrier's product mix and competitive landscape — and agents act inside the 72-hour retention window, on every channel.
01 · SharpAI
Predictive models
11 models · foundational + downstream
02 · AUTONOMY
Agents
20 agent patterns in this vertical
03 · FDE
Engineering services
3 anonymized engagements
01 · SharpAI · Telco
A sequence-transformer pre-trained on consumer and SMB subscriber events (usage, billing, contact, network quality), fused via cross-attention with a domain-tuned sentiment encoder over voice and chat transcripts. Downstream heads attach to the joint embedding and fine-tune per carrier and segment.
Foundation · what the backbone tokenizes
Tens of millions of subscriber histories with structured events and unstructured transcripts. Each dot is a raw signal the Subscriber Behavior Transformer or the paired sentiment encoder tokenizes — hover or tap to see what it is.
Downstream · what the head consumes
The 72-hour port-out retention head reads the joint SBT + VCSE embedding plus a focused set of decision-time features. Hover any node — these inputs drive the multi-channel intervention inside the window.
Foundation models · self-supervised pre-training, frozen backbone reused downstream
Backbone for consumer and SMB telco. Tokenizes usage events, billing events, contact / complaint events, and network-quality proxies into a single subscriber sequence the encoder reads.
Transformer encoder · multi-head attention over subscriber event tuples · 224-dim embedding · plan + tenure conditioning
Pre-training objectives
Corpus · Tens of millions of consumer + SMB subscriber histories across LATAM carriers · 24+ months of event-level history including porting requests, collection events, and contact records
Domain-tuned text encoder over voice transcripts, chat logs, and social signal. Cross-attended to the SBT embedding so retention and complaint heads read structured behavior and unstructured sentiment jointly.
Domain-adapted text encoder · joint cross-attention with SBT embedding · multilingual support (ES / PT / EN)
Pre-training objectives
Corpus · Millions of voice transcripts and chat sessions across LATAM carriers · multilingual · escalation + complaint labels for fine-tuning
Downstream heads · fine-tuned on the frozen foundation embedding per institution and use case
Predicts and acts inside the 72-hour porting-out window with retention plays through SMS, advisor, and tailored offer.
Short-horizon survival head · sub-hour inference
Long-horizon consumer churn prediction with sentiment enrichment.
Multi-horizon survival head over SBT + VCSE
SMB churn prediction with lifecycle and expansion-window context.
Hierarchical head · firm-level pooling
Prioritizes collection effort by recoverable amount and channel cost; calibrated for contact-rate constraints.
Cost-sensitive ranking head
Product propensity for SMB customers; surfaces recommendations to the relationship manager.
Two-tower retrieval over SBT firm-pooled embedding
Recommends plan changes per customer based on usage and elasticity.
Counterfactual head with uplift correction
Predicts device-upgrade likelihood and routes the offer through the customer's preferred channel.
Tenure-conditioned propensity head
Classifies inbound complaints by severity and regulatory risk; routes critical cases to humans.
Classification head over VCSE
Pairs network quality proxies with churn risk — flags high-value customers experiencing degraded service.
Joint head · SBT + network signal
+12%
Portability retention conversion · top 3 LATAM telco
10.7%
Potential collection lift · top 5 LATAM telco
72-hour
Window inside which retention agents act
Sentiment-aware
Voice + chat enrichment on every churn score
02 · AUTONOMY · Telco
Retention windows close in hours. Collection windows close in cycles. Customer-experience windows close in minutes. These agents act inside each window, on every channel.
20 agent patterns · ordered by deployment maturity
Triggered when a customer requests porting out — executes a multi-channel intervention (SMS + advisor call + tailored offer) inside the 72-hour window.
Trigger · Port-out request
↳ +12% conversion · top 3 LATAM telco
Predicts churn months in advance with sentiment-analysis enrichment — opens proactive plays through digital and call center channels.
Trigger · Churn score threshold
↳ Sentiment-aware retention
Predicts payment likelihood and best-channel collection per invoice; routes to call center, SMS, or self-service.
Trigger · Invoice age + score
↳ 10.7% potential lift · top 5 LATAM telco
Predicts product propensity for SMB customers and surfaces the recommendation to the relationship manager.
Trigger · Lifecycle event
Tier-1 conversational resolution across SMS, email, WhatsApp, voice — escalates to humans when policy or judgment requires.
Trigger · Inbound contact
↳ Omnichannel deflection
Listens across social and call transcripts; surfaces trending issues to ops and CX teams in real time.
Trigger · Continuous
↳ Pre-incident detection
Recommends plan changes per customer (up-grade, down-grade, hold) based on usage and elasticity; routes the offer to the right channel.
Trigger · Usage shift / billing cycle
Predicts device upgrade likelihood and routes the offer through the customer's preferred channel — with financing options if applicable.
Trigger · Tenure + device-age threshold
Detects service disruptions affecting customer cohorts; routes proactive notifications and tracks resolution.
Trigger · Network incident
Pairs network quality proxies with churn risk — flags high-value customers experiencing degraded service to network ops.
Trigger · Quality threshold + value tier
Reads inbound complaints, classifies severity and regulatory risk, drafts first response, and escalates critical cases.
Trigger · Complaint inbound
Detects contract-renewal windows and routes the renewal offer with the right discount through the right channel.
Trigger · Renewal window
Targets recently-churned customers with personalized win-back offers; calibrates timing and channel by departure context.
Trigger · Post-churn window
Inside the carrier app and web — resolves Tier-1 questions, routes Tier-2 to advisors, surfaces self-service opportunities.
Trigger · App / web session
Optimizes field-service technician routing across daily appointments — surfaces exceptions to dispatch.
Trigger · Daily routing cycle
Scores B2B leads on conversion likelihood; routes the highest-yield to the inside-sales team with context.
Trigger · Lead inbound
Pre-checks customer-facing offers and communications against telecom-regulator and contact constraints before they reach a channel.
Trigger · Pre-action gate
↳ Pre-action compliance
Schedules personalized outbound contact across SMS, email, voice — frequency-capped per customer and per offer.
Trigger · Score + campaign
Detects roaming patterns and surfaces add-on opportunities or fraud risk depending on context.
Trigger · Roaming event
Coordinates portability + churn + collection + customer-resolution agents on a single high-value at-risk customer — one audit trail.
Trigger · High-risk score
↳ Coordinated retention play
+12%
Portability retention conversion · top 3 LATAM telco
10.7%
Potential collection lift · top 5 LATAM telco
72-hour
Window for retention agent action
Omnichannel
SMS · email · WhatsApp · voice · chat
03 · FDE · Telco
Senior engineers embedded with the operator's CX, billing, network, and B2B teams — integrating with billing systems, CRM, customer-experience platforms, and network ops against the carrier's contact-rate and regulator constraints.
Read-only access into billing platforms, CRM (Salesforce / proprietary), and CX platforms — via API or direct database — with schema-mapping automation.
Outputs land where contact happens — SMS gateway, voice routing, WhatsApp / chat, advisor desktop, self-service apps. Frequency caps and policy thresholds enforced at the orchestration layer.
Transcripts from voice, chat, and social feed the sentiment-enrichment pipeline; the churn foundation reads structured signal and unstructured sentiment together.
Pre-action checks against telecom regulator constraints (do-not-contact lists, time-of-day rules, frequency caps) and the carrier's commitment framework.
High-value-at-risk customer alerts land in network operations for quality-of-service prioritization — turning churn risk into a network input.
Drift detection, scheduled retraining, and rollback procedures tuned to fast-cycle telco windows — porting, billing cycles, campaign launches.
Anonymized engagements · same engineering team end-to-end
Top 3 telco · Brazil
National consumer + SMB operator
Portability churn prediction and 72-hour retention agent across mobile portability requests; sentiment-enriched churn modeling for the broader base.
+12% conversion on portability retention inside the 72-hour window.
Top 5 telco · Peru
Multi-segment operator
Collections optimization across the invoice portfolio — agent-driven prioritization with best-channel routing.
10.7% potential collection lift identified on 3.8% of invoices.
Regional operator · LATAM
Convergent operator
Consumer churn modeling with sentiment-analysis enrichment, customer-resolution agent across SMS / email / WhatsApp / voice, and SMB cross-sell.
Sentiment-aware retention and Tier-1 omnichannel deflection.
Team shape — typical FDE composition for this vertical
Embedded senior engineers, predictive models in production, and agents that execute on every score.
