103-point NPS surge and over 50% of customer interactions automated thanks to AI agent ‘Lumi’
A1 Slovenia, the leading private provider of integrated communications services in Slovenia, serves over 700,000 mobile and 100,000 fixed-line customers, handling thousands of diverse queries monthly. Committed to elevating its customer experience, A1 partnered with boost.ai to pioneer the use of generative AI in its customer service operations.
Its AI agent, Lumi, launched in March 2024, leverages boost.ai’s cutting-edge Generative Action technology. It represents a significant step forward, moving beyond basic chatbot functionality to deliver truly dynamic and personalized interactions. This collaboration showcases how telecommunications providers can successfully adopt generative AI, even within the complexities of a regulated environment, to achieve remarkable improvements in customer satisfaction and operational efficiency.
A1 Slovenia's results at a glance...
- 103-point increase in transactional Net Promoter Score (tNPS) when customers engage exclusively with Lumi.
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35-point tNPS increase for interactions escalated from Lumi compared to the prior chatbot.
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Lumi handles 53.3% of all customer interactions.
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Queries using generative AI are 70% less likely to require human agent escalation.
Moving beyond static interactions in a regulated landscape
Like many telcos navigating the AI era, A1 Slovenia faced the challenge of meeting rising customer expectations for seamless, efficient digital support while remaining cost-effective. Their previous chatbot solution operated with static conversation flows, functioning more as a query filter than an integrated resolution tool.
The lack of flexibility caused some customers to drop off before being transferred or escalated. It also frequently resulted in lost context during transfers, making it difficult to gather the information needed to answer complex or context-dependent inquiries accurately.
The goal was clear: implement a robust AI solution capable of handling a wide range of inquiries – from technical support to account management across mobile, internet, and TV services – consistently and effectively while adhering to strict regulatory requirements.
Introducing Lumi, the hybrid AI agent
Developed closely with boost.ai, Lumi uses the platform’s Generative Action functionality to overcome the limitations of A1’s previous chatbot. It seamlessly handles both routine and complex inquiries by dynamically selecting between predefined answers—crafted by A1’s team within boost.ai’s robust intent hierarchy system—and context-aware responses generated by a powerful large language model.
“For A1, selecting the right vendor as a partner was just as important as the technology itself. The platform was easy to implement, and the ability to make changes ourselves gives our team independence. When we do need support, boost.ai is reliable and ready.” - Gašper Brzin, Content and Development Expert, A1 Slovenia.
Boost.ai’s sophisticated Natural Language Understanding (NLU) allows Lumi to accurately interpret user intent and integrates seamlessly with A1’s knowledge base. This allows the AI agent to address a constantly expanding range of topics with speed and precision.
Critically, boost.ai’s hybrid AI model allows Lumi to differentiate when a generative response is appropriate and when a predefined, vetted answer is necessary. This ensures accuracy and compliance, a key factor in regulated industries.
A partnership to implement responsible AI
A1 focused not just on technological deployment but on responsible AI adoption. Working closely with their implementation partner, 2mobile, they leveraged boost.ai’s hybrid approach, providing topic-level control over whether Lumi uses generative AI or predefined responses. This, combined with global guardrails, allows A1 to maximize the benefits of generative AI while carefully managing risk – crucial for handling sensitive customer data and meeting legislative requirements.
Instead of simply layering controls on top, this inbuilt differentiation ensures A1 retains full control, mitigating risks associated with inaccurate or non-compliant responses. The ease of use of the boost.ai platform was also a key factor, and 2mobile’s hands-on approach enabled A1’s team to become proficient, allowing them to train Lumi on over 30 topics using generative AI, covering areas like service package differences and product specifics.
Measurable gains in satisfaction and efficiency
Since Lumi’s launch, the impact has been significant. The most striking result is the 103-point increase in tNPS for interactions handled solely by the AI agent, shifting the score from approximately -53 to over +50. Even when escalation is needed, Lumi provides a better starting point, contributing to a 35-point tNPS lift compared to escalations from the previous chatbot.
“Lumi has helped transform how we interact with our customers. It improves efficiency and creates a clear pathway to delivering even more personalized service offerings. Boost.ai is more than just a vendor; they’re a partner helping us design a future-ready customer experience.” - Burcu Begič, Director of Customer Service & Experience, A1 Slovenia.
Lumi now successfully manages 53.5% of all interactions, demonstrating substantial automation capability, with generative AI proving highly efficient. Queries resolved using Generative Action are 70% less likely to need escalation, and a single generative intent can handle the volume equivalent to roughly 12-15 traditional intents.
This automation frees human agents to focus on more complex, high-value customer issues, improving overall service quality.
Setting the standard for generative AI in telecommunications
The dramatic improvements in NPS and automation underscore the success of this approach. As A1 plans further enhancements in 2025, including voice bot implementation and SSO integration for hyper-personalized billing support (a high-volume query area), Lumi provides a future-proof platform for continuous innovation.
A1 Slovenia’s success with Lumi demonstrates the transformative potential of responsibly applied generative AI in the telecommunications sector. By partnering with boost.ai, A1 has moved beyond basic automation to create an AI agent that delivers personalized, context-aware and efficient customer service at scale.
Revolutionize customer happiness with generative AI
A1 Slovenia's success with its AI agent Lumi proves the transformative power of generative AI in telecommunications. Driving a remarkable NPS surge and automating over half of all interactions through a safe, scalable approach.
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