AI Customer ServiceImplementation type: AI Customer Service 24/7 — 3 channels

AI customer service across 3 channels for a mobile operator

How CrossMobile serves around 1,000 customers a week across three channels with Leadbot AI agents, cutting customer-service team load by up to 30%.

~1,000

customers served weekly

up to 30%

less load on the support team

3

customer service channels

24/7

service availability

Challenge

A mobile operator serving customers across Poland — very high and highly repetitive support query volume
A large share of calls covered the same topics: offer, invoices, balance, data usage, number porting, SIM and eSIM
Most of those questions need specific account data — impossible to answer without integrating with the operator's system
Consultants work Mon–Fri 8:00–18:00, while customers call and write in the evenings and at weekends too
Contact arrived through three routes — phone, website chat and the contact form — each handled separately by the team
Service standards and procedure compliance had to be maintained in a regulated telecom industry

Solution

Inbound calls — the AI agent answers customer calls as the first line of support, around the clock
Website chat — the agent serves customers through the chat widget on crossmobile.pl, in multiple languages
Outbound calls — the agent calls customers who submitted the contact form and resolves the case live
Integration with the operator's system: after verification the agent reads the tariff plan, balance, numbers on the account, contract status, porting request status and current data usage
The agent actually resolves account-specific cases instead of only logging tickets
During support hours the agent hands the call to a consultant when a human is genuinely needed — complaints, or when the customer asks for it
Outside support hours the agent captures the case and passes it to the team with a callback request for the next business day
Every conversation ends with a structured, classified summary flagging whether team action is still required

Results

~1,000

customers weekly

served by AI agents across all channels

up to 30%

less work for the support team

drop in human team load

3

service channels

inbound phone, website chat, outbound calls

24/7

service availability

including outside support hours

~4,300

customers monthly

total volume handled by AI

Integration

account data in the call

plan, balance, GB usage, contract and request status

Leadbot's AI agents took over the first line of contact with our customers across all three channels — they answer calls, handle website chat and call back customers who submit the contact form. It runs around the clock, including when our support office is closed. At a scale of about a thousand customers served weekly, the load on our team dropped by as much as 30%. Importantly, after verifying the customer the agent reaches into account data in our system, so it genuinely resolves cases rather than just collecting tickets. Cases that need a consultant reach the team structured and described.

Tom Tromer

Founder & Board Member, CrossMobile