Leading Danish internet provider adopted generative AI, achieves 20% increase in positive customer feedback
Fibia, a large provider of high-speed fiber broadband in Denmark, has long been dedicated to delivering exceptional customer experiences. Recognizing the increasing demand for seamless digital interactions, Fibia partnered with boost.ai to transform its digital customer support operations through advanced conversational AI.
Since launching its AI Agent, Fibia has achieved significant efficiency gains while enhancing overall customer satisfaction. What began as a support solution for handling routine inquiries has since evolved into a critical part of Fibia’s digital strategy, now leveraging generative AI via the boost.ai platform to provide intelligent, scalable service delivery.
FIBIA’s results at a glance…
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53% automation rate, significantly increasing support capacity.
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Escalation rates cut by more than half, dropping to 4.6% after adopting generative AI.
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20%+ increase in positive customer feedback after adopting generative AI.
Scaling for a growing customer base without compromising quality
As a large fiber provider in Denmark, Fibia handles a consistently high volume of customer inquiries, ranging from account-specific requests to general FAQs about packages and services. This demand placed increasing strain on its customer service teams and highlighted the need for a solution that could support routine service and evolve into a trusted extension of the team.
Fibia’s goal was to implement a flexible, AI-driven platform that could not only reduce pressure on support agents but also provide customers with immediate, consistent and accurate answers across their digital channels, accessible 24/7.
Intelligent automation built to scale
Boost.ai's no-code conversational AI platform enabled Fibia to deploy an AI Agent with minimal ramp-up and zero backend development, quickly adding a new layer of intelligent, scalable support to their operations. Initially focused on handling routine queries, the solution has since expanded with Generative Action, boost.ai's functionality that leverages large language models (LLMs) to unlock generative responses on a per-topic basis.
This allowed Fibia’s AI Agent to move beyond predefined answers and generate relevant, context-aware responses. This transition will streamline knowledge management and enable the AI Agent to handle more complex and novel inquiries effectively, making it a more integral part of the company’s omnichannel customer engagement strategy.
“Working with boost.ai has enabled us to expand how we interact with our customers digitally. The platform is quick to implement, easy to scale, and generative AI has now become integrated into our digital service strategy.” - Thomas Bo Birch, IT Project Leader, Fibia
Measurable gains in efficiency and satisfaction
Since launching its AI Agent, FIBIA has achieved a 53% automation rate across the chat channel. Escalations to human agents have decreased by 50%, and average chat durations have dropped by three minutes, creating more efficient experiences for both customers and staff.
Following the implementation of generative AI, Fibia customers are sharing more positive feedback and sending fewer messages to resolve queries. Positive feedback is now sourced in more than two-thirds of conversations, with conversation length now at just over two messages on average. This is a testament to the agent’s growing capability to provide more accurate, efficient, and personalized support.
Overall, by reducing wait times and empowering users with fast, accurate responses, the AI Agent has become a reliable first point of contact. Internally, support teams report greater focus and efficiency, with more time to manage complex queries.
Collaborating for impact: Ease of onboarding enables long-term partnership
Boost.ai worked closely with the Fibia team to fully understand their unique needs and deliver a solution that was easy to implement. The boost.ai platform enables a smooth and efficient setup, allowing the team to focus most on addressing customer pain points and advancing FIBIA’s larger CX roadmap. This ongoing collaboration has been key to the project’s success so far and will continue to evolve with the company’s growth and future needs.
Building future-ready customer service and support
As its team looks to the future, Fibia’s plans include deepening its AI Agent’s capabilities further, enabling the Boost chatbot into their self-service portal adding secure customer authentication to unlock even more personalized and proactive service.
Fibia has demonstrated how the adoption of AI, including the use of generative capabilities via a platform that offers guardrails and a hybrid approach, can offer a more diversified customer experience for large service providers.
By focusing on scalability, efficiency and customer satisfaction, the company has successfully integrated AI into its operations for the better.
