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Agents Cross-Sell Up-Sell Enablement Agent
Cross-Sell Up-Sell Enablement Agent Icon

Cross-Sell Up-Sell Enablement Agent

Drives hyper-personalized cross-sell and up-sell through real-time offer generation, persuasive scripts, and instant Q&A support.

Cross-sell and up-sell processes are often manual, inconsistent, and heavily reliant on representative discretion, leading to variability in pitch quality and missed revenue opportunities. Representatives struggle to keep up with evolving product offerings, customer histories, and optimal messaging, which makes proactive selling resource-intensive and prone to error.

The Cross-Sell Up-Sell Enablement Agent combines customer profile aggregation, hyper-personalized offer generation, persuasive script drafting, and instant Q&A capabilities into a seamless, AI-powered workflow. By synthesizing structured data—such as customer profile data, offer catalog, and transaction history—with unstructured sources, including support transcripts and external social media, the Agent delivers actionable, personalized recommendations. Representatives receive context-aware scripts and instant access to comprehensive product and offer knowledge, while customers are presented with relevant offers across multiple channels.

Organizations benefit from measurable improvements in employee productivity, offer consistency, process scalability, and customer experience. The Agent ensures personalized, timely, and accurate cross-sell and up-sell execution while reducing manual effort. This results in higher conversion rates, greater process productivity, and enhanced revenue growth through precision targeting and conversation support.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Cross-Sell Up-Sell Enablement Agent:

Interaction ID: 9817-A4B3
Customer ID: CUST-78910
Representative ID: REP-456
Channel: Voice Call
Timestamp: 2023-10-27 14:32:05 EST




Live Call Transcript Snippet:


Customer (Sarah Jenkins): "Hi, I'm calling because my internet seems really slow lately, especially in the evenings when everyone in my building is probably online. I work from home a lot, and my video calls are constantly freezing up. I'm on the 'Basic Connect' plan, I think. It's just not cutting it anymore. Is there anything you can do to help?"


Representative (David Chen): "Hello Ms. Jenkins, I can certainly look into that for you. I'm pulling up your account now..."

Deliverable Example

Sample output delivered by the Cross-Sell Up-Sell Enablement Agent:

Agent Recommendation: Up-Sell Opportunity Identified


Generated for Representative: David Chen (REP-456)
Regarding Customer: Sarah Jenkins (CUST-78910)


A high-probability up-sell opportunity has been identified based on the customer's stated pain points (slow speeds, video call freezing) and account profile.




1. Customer Context Snapshot


    

  • Customer Since: 4 Years
    • 

  • Current Plan: "Basic Connect" (50 Mbps Download / 10 Mbps Upload)
    • 

  • Monthly Rate: $49.99
    • 

  • Recent History: No support calls in the last 6 months. High data usage reported between 5 PM - 10 PM on weekdays.
    • 

  • Opportunity Trigger: Customer explicitly stated current plan performance is inadequate for work-from-home needs.
    • 



2. Recommended Offer: Upgrade to FiberBoost 250


This offer directly addresses the customer's speed and reliability issues and aligns with high-margin service tiers.






Feature
Current Plan (Basic Connect)
Recommended Plan (FiberBoost 250)






Technology
Coaxial Cable
Fiber Optic




Download Speed
Up to 50 Mbps
Up to 250 Mbps




Upload Speed
Up to 10 Mbps
Up to 250 Mbps (Symmetrical)




Promotional Rate
N/A
$65.00/month (First 12 months)




Standard Rate
$49.99/month
$85.00/month






3. Generated Persuasive Script


Acknowledge and Validate:




"I completely understand how frustrating slow internet can be, especially when you rely on it for work. Looking at your usage and the issues you've described with video calls, it's clear the Basic Connect plan isn't meeting your needs anymore."




Bridge to a Solution:




"Based on your situation, I have a great solution. We've recently expanded our fiber optic network in your area. Because you're a loyal customer, I can offer you a significant upgrade to our FiberBoost 250 plan."




Present Core Benefits:




"This would give you 250 Mbps for both download and upload, which is five times faster downloads and twenty-five times faster uploads than you have now. That will make your video calls crystal clear and eliminate that evening slowdown completely."




Present the Offer:




"Normally this plan is $85 per month, but I can lock you in at a promotional rate of just $65 per month for your first year, with no equipment or installation fees. How does that sound?"




4. Anticipated Customer Q&A


    

  • 

    Q: What is the price after the first year?
    

      

    • A: After the 12-month promotional period, the plan will adjust to the standard rate, which is currently $85 per month. We can always review available promotions again as you approach that date.
      • 

    

    • 

  • 

    Q: Is there a long-term contract?
    

      

    • A: This offer does not require a new annual contract. You can make changes to your plan at any time, but the promotional rate is guaranteed for the full 12 months.
      • 

    

    • 

  • 

    Q: How long does the installation take?
    

      

    • A: A technician visit is required to run the fiber line, which typically takes about 2-3 hours. We have appointments available as early as this Friday.
      • 

    

    •

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