A1 Slovenia drives 113-point NPS surge and automates 53% of interactions with AI agent Lumi
A1 Slovenia's previous chatbot used static conversation flows, causing customers to drop off before transfers and losing context during escalations, making it difficult to handle complex or context-dependent inquiries at scale.
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 query received
Customers submit queries covering technical support and account management across mobile, internet, and TV services.
Tools used
boost.aiGenerative ActionNLUlarge language model
Outcome
Since Lumi's March 2024 launch, A1 Slovenia achieved a 113-point tNPS increase for Lumi-only interactions, a 35-point tNPS improvement on escalated interactions over the prior chatbot, Lumi managing 53.5% of all interactions, and generative AI queries being 70% less likely to require human escalation.
What failed first
The previous chatbot's static flows and lack of contextual continuity during escalations resulted in customer drop-off and a degraded handoff experience, with the system acting as a query filter rather than a resolution tool.