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Bredband2: “Our AI journey with Ebbot has only just begun”
With more than half a million customers, Bredband2 is one of Sweden’s largest broadband providers. And when that many people rely on a service that just needs to work, customer support becomes a critical part of the experience.
– When someone reaches out to us, it’s usually because something isn’t working and they need help right away. The response has to be fast, but it also has to feel personal, says Anders Ohlin, Head of Service at Bredband2.
Providing that level of service at scale is challenging – and that’s what led Bredband2 to explore AI.
Flexibility and control were the deciding factors
Bredband2 evaluated several AI solutions before choosing Ebbot. Many vendors delivered impressive demos, but few could offer what Bredband2 really needed: full control over how the AI responds and what it learns from.
–We reviewed seven or eight different AI providers, but Ebbot stood out because of its flexibility and ease of use, Anders explains.
With Ebbot, Bredband2 could train the AI agent on their own support content, guides, and website – ensuring the agent speaks in Bredband2’s tone and reflects accurate information. Ebbot’s built-in guardrails keep the AI grounded in approved sources, preventing it from improvising or “hallucinating” responses.
– Ebbot was the first provider where we could leverage the benefits of generative AI without giving up control or risking the customer experience, says Anders.
Starting where the value was clear
The AI agent launched on Bredband2’s website in spring 2025, handling common questions about services and troubleshooting.
–We intentionally started with a narrow scope. It’s better to get one thing right, and then expand from there, says Anton Kristola, Business Developer at Bredband2.
Improvement driven by the support team
One of the most impactful aspects of the solution is that the support team can improve the AI Agent themselves. Using AI Insights, the team can see where the AI agent is missing information and update the knowledge instantly.
– We’ve created a workflow where everyone contributes. It’s like internal crowdsourcing – the people closest to customers help make the responses better for the next person, Anton explains.
Results that make a difference
Since launch, the impact has been clear. Not just in support metrics, but in how both customers and employees experience the service.
For example, Live chat volume has decreased by around 40%, meaning that many recurring questions are now handled instantly by the AI agent.
–The impact is clear. The team isn’t stuck repeating the same responses all day – they have more time and energy to help customers who need a bit more guidance,” says Anton.
And the success has sparked curiosity across the company where other departments also have started to explore how AI can help their workflows as well.
“It’s no longer just a support project — it’s something that can influence the whole organization,” says Anders.
What’s next
So far, the AI agent has primarily guided and informed customers.
The next phase is about enabling it to act – like show invoices, help customers update their subscription, or perform troubleshooting directly in the chat.
– We’ve built the foundation and we can see that it works. Now we’re ready to take the next step,” says Anton.
– Yes – our AI journey with Ebbot has only just begun, Anders adds.
👉 Read the full case study here
About Ebbot
Ebbot is an Agentic AI platform designed for large-scale service automation. Built to meet the needs of regulated industries, Ebbot is trusted by more than 200 companies to deliver outstanding service experiences for both customers and employees.
About Bredband2
Bredband2 is one of Sweden’s leading broadband providers, delivering high-speed fiber connectivity, router services, security solutions, and telephony to households and businesses across the country. With offices and data centers in Stockholm, Malmö, and Umeå, Bredband2 provides reliable, secure, and fast internet access to more than half a million customers.
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