customer_support · energy · workflow
Fibia achieves 53% automation rate and 20%+ increase in positive customer feedback with boost.ai conversational AI
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer submits digital inquiry
Customers submit inquiries ranging from account-specific requests to general FAQs via digital channels.
Tools used
boost.aiGenerative Actionlarge language models (LLMs)
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.
Results
Time savedthree minutes
Volume53%
Grounding & classification
Source type: vendor customer story
31 fields verified against source quotes.
ai agentchatbotcontent generationconversational aichat transcripthuman review describedmetric backednamed customerproduction runtime claimedtools describedvendor confirmedworkflow describedtelecomautomation ratecustomer satisfactioncycle time reductiondeflection rateemployee productivityvendor customer storycustomer supportautonomous resolutionescalation workflow