.jpg)
How Bredband2 achieved 90%+ automation without losing the human touch
Industry
Telecom
Markets
Sweden
Use cases
Customer service
High volumes of repetitive inquiries
As one of Sweden’s largest broadband providers, Bredband2 handles thousands of support cases every month. But many of these questions were the same – related to invoices, available services, or basic troubleshooting.
As a result, a large portion of the support team’s time was spent answering repetitive inquiries rather than helping customers who needed more individualized support.
Increase availability and reduce pressure on the support team.
"We hebben zeven tot acht verschillende AI-leveranciers geëvalueerd, maar velen misten de technische flexibiliteit en het gebruiksgemak waar we naar op zoek waren.”
Starting with the highest-impact use cases
After carefully evaluating different AI platforms, Bredband2 chose Ebbot due to its technical flexibility and how easy the solution is to maintain over time.
The AI agent was launched on the Bredband2 website in the spring of 2025 and now helps visitors quickly find answers related to services, pricing, and connectivity.
Control & precision
The AI agent is powered by generative AI via EbbotGPT™ and trained entirely on Bredband2’s own website content and internal knowledge sources.
When a customer asks a question, the AI matches it against those sources and responds in Bredband2’s language and tone. Built-in guardrails ensure that the AI does not hallucinate – it only provides responses grounded in verified information.
"We really value that Ebbot has built-in safeguards to prevent AI from going off track. It gives us peace of mind knowing the customer experience stays consistent and reliable"
High resolution rates from day one
92% resolution rate
The AI agent handles the majority of incoming chat inquiries – quickly, consistently, and without needing to involve a human agent.
40% fewer live chats
Because more customers are getting answers instantly from the AI agent, the pressure on live chat has decreased significantly, freeing up time for more complex issues.
Greater availability
With the AI agent, customers no longer need to wait for standard support hours – they can get help any time of day.
More time to care
Since the AI agent handles the repetitive questions, the support team can spend more time helping customers who truly need human support.
.jpg)
.png)
.png)
.png)