Case Study: Tuatahi First Fibre improves customer self-service and 24/7 support with Ambit

Self-service support through automated conversations enables businesses and customers to get fibre installed, day or night

Tuatahi First Fibre, a New Zealand ultrafast broadband provider, faced a challenge with its service desk becoming overloaded with routine customer and ISP enquiries about fibre installation and troubleshooting. The high volume of repetitive questions was causing delays and creating a demotivating workload for its team. To address this, the company partnered with Ambit to implement a conversational AI solution.

Ambit developed and launched a digital employee named Giggsy within three months to handle these enquiries. The AI-powered chatbot provides 24/7 self-service support, answering common questions and deflecting calls from human agents. This solution achieved significant results for Tuatahi First Fibre: Giggsy handled thousands of interactions, achieved a 92% understanding rate, and resolved 90% of enquiries without needing a human agent. Crucially, 43% of all engagements occurred outside of normal business hours, demonstrating the solution's critical role in meeting customer demand.

Tuatahi First Fibre

Keri Robinson

CX Lead