Ebbot expands in telecom – welcomes Bredband2 as a new customer

STOCKHOLM, April 29 – Ebbot is strengthening its presence in the broadband and telecom sector, where the demand for AI-driven customer service solutions is growing rapidly. The latest addition to Ebbot’s client portfolio is Bredband2, one of Sweden’s largest fiber-optic internet providers.

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Broadband and telecom companies have long struggled with high volumes of customer service inquiries — many of them repetitive. It’s the kind of challenge AI was made to solve. But despite this, Bredband2 had been hesitant to introduce AI into their customer service operations — until now.

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“We’ve held back on AI because we didn’t think the technology was good enough. But now we feel it has finally matured to a level where it can deliver a customer experience that meets our high standards,” says Anders Ohlin, Head of Service at Bredband2.

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Starting small, thinking big

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Before launching the AI project, Bredband2 took a strategic approach: find the area where AI could deliver the biggest impact. A deep dive into customer service data revealed that nearly 80% of all inquiries involved the same types of questions, asked repeatedly.

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“It was pretty clear where we should start. Trying to automate everything at once would have been chaotic. From experience, we know it’s smarter to start small and scale up gradually,” says Anton Kristola, Business Developer at Bredband2.

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With this insight, Bredband2 decided to launch an AI agent focused on handling high-volume, repetitive questions. This allowed them to quickly improve response times, increase customer access to support, and free up the service team to handle more complex issues.

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Why Ebbot? Flexibility and accuracy

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When choosing an AI solution, technical flexibility and ease of use were top priorities. After evaluating several providers, Bredband2 selected Ebbot.

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“We looked at 7–8 different AI providers, but many of them lacked the flexibility and user-friendliness we needed. With Ebbot’s platform, we can easily add and update data sources ourselves,” Ohlin explains.

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Accuracy was another deciding factor.

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“Ebbot’s platform includes built-in safeguards to prevent AI hallucinations — that’s crucial for us  as it gives us confidence that the customer experience will stay consistent and reliable,” says Ohlin.

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The future of AI at Bredband2

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The AI agent currently serves as an information tool, helping customers find the right self-service options. But this is just the beginning.

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“Next, we want to integrate the AI agent with our CRM system so it can handle tasks directly for customers — like retrieving an invoice, changing a service, or updating a subscription,” says Ohlin.

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Even after just one week in operation, the AI agent is already making a difference. Customers are getting faster responses, the support team is handling fewer repetitive questions, and Bredband2 is seeing how AI will become a core part of its customer service strategy.

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“AI is going to be a natural part of future customer service, and we’re confident that Ebbot is the right partner to help us get there. With Ebbot, we feel like we’re getting a lot of AI value without sacrificing the customer experience,” Ohlin concludes.

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For more information, contact:

Axel Hellström
Chief Marketing Officer
axel@ebbot.ai
+46 70 545 41 01

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About Ebbot

Founded in 2018, Ebbot is one of Sweden’s leading providers of AI-driven service automation. Ebbot helps businesses automate customer service with generative AI, making it fast, easy, and secure. Ebbot currently supports over 200 customers across 20+ markets, including Bredband2, Ownit, Telenor, and several banks, e-commerce companies, municipalities, and universities.

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About Bredband2

Bredband2 is one of Sweden’s leading providers of fiber-optic internet, router services, security, and telephony. With offices and data centers in Stockholm, Malmö, and Umeå, the company delivers some of Sweden’s fastest internet to approximately half a million customers.

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