Case Study: A1 Slovenia achieves a 113-point NPS surge with boost.ai generative AI

A1 Slovenia boosts NPS by 113 points with boost.ai

A1 Slovenia, a leading private provider of integrated communications services, faced the challenge of meeting rising customer expectations for efficient digital support with a previous chatbot solution that was inflexible and often resulted in lost context during transfers. To overcome this and improve customer experience while adhering to strict regulations, A1 partnered with vendor boost.ai to implement its Generative Action technology.

The solution was an AI agent named Lumi, built on the boost.ai platform, which uses a hybrid model to dynamically select between predefined answers and generative AI responses. This approach ensured accuracy and compliance. The results were a remarkable 113-point increase in transactional NPS for interactions handled solely by Lumi and the automation of over 53% of all customer interactions. Queries using generative AI were also 70% less likely to require human agent escalation.

A1 Slovenia