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 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.
Problems
- Price-sensitive market: Lebara operates in one of the most unforgiving corners of telecom. It is a price-sensitive, prepaid market where every euro of cost-to-serve eats into margin, and with low friction to switch to a competitor. In this environment, even small inefficiencies in service delivery quickly become a disadvantage. To say ahead, Lebara needed its customer service operations to scale faster than headcount could.
- Tool sprawl: Like many telecom companies that have grown across regions and channels, Lebara was supporting customers through a patchwork of disconnected tools: multiple ServiceNow instances, an FAQ chatbot on the website, IVR on the phone line, separate CRM and billing systems behind the scenes, separate telecom deployments per region, and more. Every channel asked customers to re-identify themselves, and every transfer to a human meant repeating the problem from scratch.
- Complex customer queries: A surge in complex requests, such as SIM swaps, port-ins, and connectivity issues, surfaced the limits of what Lebara’s existing FAQ chatbot was designed to handle. Over 87% of digital interactions still required a human agent to step in. Like most telecom companies operating across channels, customer identity did not persist across systems, forcing customers to re-establish context at every step. As a result, average handling times were rising, and the contact center was required to manage growing volume at a pace that demanded a more capable foundation.
They knew the answer wasn’t another standalone chatbot, nor the point-solution path that leads to AI agent sprawl. Lebara needed a unified AI layer that could authenticate customers once, take action within their existing systems, and resolve real tasks end-to-end without sacrificing the trust their brand was built on.
Solutions
Lebara partnered with OneReach.ai to deploy an innovative agentic AI platform. Leveraging the flexibility, rapid deployment, and scalability of GSX, Lebara redefined its approach to digital support. They were able to solve the ultimate customer headache: having to repeat their problem to every agent they’re transferred to when the chatbot and phone tree just won’t cut it.
The solution centered on three innovations:
- Customers can now have their needs met faster and with less frustration. OneReach.ai replaced Lebara’s FAQ bot with skill-based AI agents that resolve SIM swaps, port-ins, and balance inquiries end-to-end, and are authenticated, personalized, and integrated with Lebara’s billing and provisioning systems.
- No more repetition for customer authentication. A dedicated ID & Verification agent authenticates customers once, up front. When a handover to a human agent is needed, the context is already preserved, eliminating the most common source of customer friction.
- Answers that stay accurate as the business changes. OneReach.ai’s secure environment lets Lebara plug in retrieval-augmented generation and its own proprietary AI models, ensuring responses stay context-aware as products and policies evolve.
Outcomes
Lebara built a reliable AI-foundation they can build upon. By consolidating customer interactions into a single AI layer instead of a sprawl of disconnected tools, Lebara didn’t just solve their volume problem; they created the runway to launch new digital services.
- +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.
- Consolidated AI support into one platform: No more sprawl across tools.
