Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
A1 Slovenia · boost.ai
Vendor-reportedTelecomSloveniaIn productionEnterpriseLLMLive 2024
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by boost.ai (vendor self-report). Checked against the source page on 2026-09-05. 5 of 5 figures below appear on that page word for word.
The problem
Previous chatbot lacked flexibility, context, and efficiency, leading to customer dissatisfaction and high escalation rates, failing to meet rising customer expectations for digital support.
What was deployed
- Vendor
- boost.ai
- Products
- Lumi, Generative Action
- Technique
- LLM
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Data used
- A1’s knowledge base, predefined answers crafted by A1’s team within boost.ai’s intent hierarchy system
- Scale
- over 700,000 mobile and 100,000 fixed-line customers
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
60transactional Net Promoter Score (NPS)from -53
“The most striking result is the 113-point increase in tNPS for interactions handled solely by the AI agent, shifting the score from approximately -53 to 60.”
Quoted word for word from the source
35-point increaseNPS for escalated interactionsfrom prior chatbot
“Even when escalation is needed, Lumi provides a better starting point, contributing to a 35-point tNPS lift compared to escalations from the previous chatbot.”
Quoted word for word from the source
53.5%customer interactions automated
“Lumi now successfully manages 53.5% of all interactions, demonstrating substantial automation capability, with generative AI proving highly efficient.”
Quoted word for word from the source
70% less likelylikelihood of human agent escalation for generative AI queries
“Queries resolved using Generative Action are 70% less likely to need escalation”
Quoted word for word from the source · round percentage, no baseline given
12-15x (traditional intents)Generative intent efficiency multiplier
“a single generative intent can handle the volume equivalent to roughly 12-15 traditional intents.”
Quoted word for word from the source
“For A1, selecting the right vendor as a partner was just as important as the technology itself. The platform was easy to implement, and the ability to make changes ourselves gives our team independence. When we do need support, boost.ai is reliable and ready.”
Difficulties and limits
- Meeting rising customer expectations for seamless, efficient digital support while remaining cost-effective.
- Previous chatbot solution operated with static conversation flows, functioning more as a query filter than an integrated resolution tool.
- Lack of flexibility caused some customers to drop off before being transferred or escalated.
- Frequently resulted in lost context during transfers, making it difficult to gather the information needed to answer complex or context-dependent inquiries accurately.
Sources
- boost.ai — vendor self-report
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