Overview
Lebara is a global telecommunications leader serving over 5 million customers across Australia, Denmark, Germany, France, the Netherlands, Saudi Arabia, Spain, Switzerland, and the United Kingdom. It delivers affordable mobile services in a fiercely competitive, price-sensitive market. Committed to a digital-first support, Lebara strives to provide seamless connectivity and exceptional customer experiences to maintain its reputation as a trusted provider.
Problem
Lebara was facing a surge in complex customer queries such as SIM swaps, port-ins, and internet connectivity inquiries, leading to a high volume of escalations to human customer service agents. Over 87% of interactions required employee intervention, increasing average handling times, straining contact center resources, and causing inconsistent customer experiences.
Solutions Built
Lebara partnered with OneReach.ai to deploy an innovative AI forward platform. Leveraging the flexibility, rapid deployment, and scalability of Generative Studio X, Lebara redefined its digital support approach. Together, they focused on delivering personalized, efficient, outcome-driven customer interactions while reducing pressure and reliance on human agents.
The solution centered on three innovations:
- Skill-based AI agents: Replaced the FAQ bot with intelligent, authenticated AI agents that autonomously resolved tasks like SIM swaps, port-ins, and balance inquiries, deeply integrated with Lebara’s systems for real-time personalization.
- ID & Verification AI agent: Introduced an Identification & Verification AI Agent using OneReach.ai’s secure orchestration capabilities to authenticate customers upfront, streamlining handovers to agents and eliminating repetitive tasks.
- AI-powered innovation: Implemented Retrieval Augmented Generation (RAG) and Lebara’s proprietary AI models within OneReach.ai’s secure testing environment, enabling dynamic, context-aware responses and laying the groundwork for a scalable AI-driven future.
Impact
- +41 NPS boost: Customer satisfaction in AI agent-handled journeys rose by 41 points, reflecting a significant improvement in customer experience
- 62% more sessions handled: The AI agent managed a 62% year-on-year session increase without additional escalations, proving unmatched scalability
- Containment rate increased from 17% to 30%: The AI agent’s ability to independently resolve queries surged, minimizing reliance on human agents
- Shift in usage: Evolved from generic FAQs to targeted, outcome-driven tasks, boosting overall efficiency
