As Sweden’s third-largest provider of internet, Bredband2 delivers fast and secure internet to half a million customers. With a mission to provide a seamless digital experience, the company continuously looks for ways to refine customer interactions and improve service quality.
By implementing Puzzel’s Conversational Intelligence, Bredband2 was able to cut costs by 15-20% and increase customer satisfaction by 20% in just three months.
Optimising call handling for a more efficient contact centre
When Bredband2 first implemented Conversational Intelligence, they quickly identified an opportunity to reduce long call durations. Conversations lasting more than 15 minutes accounted for 23% of total call time, highlighting a need for improved efficiency.
One of the biggest factors contributing to long calls was the time agents spent searching for information. Data showed that when agents had to search for details, call durations increased by 95%, and customer frustration levels rose by 86%.
To address this, Bredband2 set up a test group of 10 agents who received AI-powered insights and personalised coaching based on their conversation patterns. By regularly updating their knowledge database and refining their coaching approach, the group successfully reduced call durations by 11% in just three months.
Elevating customer satisfaction through better conversations
To improve customer satisfaction, Bredband2 focused on enhancing every aspect of their conversations. They started with introductions, ensuring that calls began in a friendly, engaging manner. Once this was in place, they shifted attention to key elements such as empathy, positive language, and how they ended calls.
Agents were encouraged to learn from top-performing colleagues and implement small but impactful changes. For example, replacing neutral expressions with more positive and empathetic phrasing, such as “I completely understand” or “That’s a great question,” helped create a more engaging experience.
These efforts paid off, leading to a 20% increase in customer sentiment within three months. Sentiment scores were measured by tracking the frequency of positive language and customer expressions of gratitude during calls.
Strengthening customer retention with AI-driven insights
Bredband2 also applied Conversational Intelligence to improve customer retention. When customers considered cancelling their subscriptions, agents were trained to be more curious about their reasons. Whether it was a pricing issue, a technical problem, or a change in needs, understanding the motivation behind cancellations allowed agents to offer tailored solutions.
By using AI insights to refine their retention approach, Bredband2 increased win-back attempts by 44%, helping them retain more customers and strengthen long-term relationships.
Bredband2's results
Bredband2’s AI-driven approach to customer service has delivered measurable improvements:
- 20% increase in customer satisfaction
- 44% increase in win-back attempts during retention conversations
- 11% reduction in call duration within the test group
Looking ahead
Bredband2 continues to refine its approach to customer service by using Conversational Intelligence to drive ongoing improvements. Their next goals include further increasing customer sentiment scores, reducing call durations, and minimising repeat calls.
By incorporating AI insights into onboarding and coaching, Bredband2 ensures that every agent is equipped with best practices from day one. The company is also expanding its use of customer insights across departments to create even better service experiences.
With a proactive and data-driven approach, Bredband2 is setting new standards for customer service in the telecom industry—ensuring that every conversation adds value for both customers and employees.
