Customer support · Production

Fibia achieves 53% automation rate and 20%+ increase in positive customer feedback with boost.ai conversational AI

The problem

Fibia's consistently high volume of customer inquiries placed increasing strain on customer service teams, creating a need for a scalable solution that could handle routine service and evolve into a trusted extension of the team.

Workflow diagram · grounded in source

Customer submits digital inquiry

trigger

“Fibia handles a consistently high volume of customer inquiries, ranging from account-specific requests to general FAQs about packages and services”

AI Agent handles routine queries

ai_action

“provide customers with immediate, consistent and accurate answers across their digital channels, accessible 24/7”

Generative AI generates context-aware responses

ai_action

“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-a…”

Escalation routing to human agents

routing

“Escalations to human agents have decreased by 50%”

Human agents handle complex queries

human_review

“support teams report greater focus and efficiency, with more time to manage complex queries”

Reported outcome

Fibia achieved a 53% automation rate, cut escalations to human agents by 50% (down to 4.6%), reduced average chat durations by three minutes, and increased positive customer feedback by more than 20% after adopting generative AI.

Reported metrics

Automation rate53%

escalation rate after generative AI adoption4.6%

Positive customer feedback increase20%+

Escalations to human agents decrease50%

Show all 7 reported metrics

automation rate53%

escalation rate after generative AI adoption4.6%

positive customer feedback increase20%+

escalations to human agents decrease50%

average chat duration reductionthree minutes

conversations with positive feedbackmore than two-thirds of conversations

average conversation lengthjust over two messages on average

Reported stack

boost.aiGenerative Actionlarge language models (LLMs)

Source

https://www.boost.ai/case-studies/how-fibia-is-elevating-customer-experience-with-a-future-ready-ai-strategy

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Fibia achieved a 53% automation rate, cut escalations to human agents by 50% (down to 4.6%), reduced average chat durations by three minutes, and increased positive customer feedback by more than 20% after adopting ge…

What tools did this team use?

boost.ai, Generative Action, large language models (LLMs).

What results were reported?

Automation rate: 53%; escalation rate after generative AI adoption: 4.6%; Positive customer feedback increase: 20%+; Escalations to human agents decrease: 50% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer submits digital inquiry → AI Agent handles routine queries → Generative AI generates context-aware responses → Escalation routing to human agents → Human agents handle complex queries.