Hallon, a subsidiary of Swedish telecom giant Tre, transformed its customer service experience with the use of Conversational AI agents. This move supported their digital transformation strategy and delivered faster, more intuitive service to a growing customer base.
Hallon’s Results at a Glance
- Up to 90% resolution rate in customer interactions
- Up to 65% of inquiries fully automated
- 40,000 average monthly conversations
As Hallon’s subscriber base expanded, traditional customer service channels struggled to keep up. Backlogged emails and dropped live chats became a growing issue, putting pressure on support teams and straining customer satisfaction. Hallon recognized the need for a scalable, responsive solution—and turned to Conversational AI to deliver it.
A Game-Changer for Customer Experience
Hallon’s adoption of a Conversational AI agent quickly proved to be a turning point. It was able to manage high volumes of routine inquiries and reduce pressure on human agents, while giving customers faster, more reliable support.
"The efficiency difference is night and day. We had a month's backlog in our support emails, and now with the AI agent, we have less than five-minute wait times."
Oskar Lindhé
Product Owner, Hallon
Using a no-code conversation builder, Hallon built and launched its AI-powered conversational virtual agent in under six months. What’s more, the AI agent continuously improved post-launch using real conversation data and enabled Hallon to expand its capabilities without needing in-house technical resources.
Measurable Gains in Speed and Satisfaction
Since launching its Conversational AI agent, Hallon has improved both its efficiency and customer experience:
- Email and chat backlogs were virtually eliminated, dramatically reducing wait times and improving the overall customer experience.
- The AI agent now handles the bulk of inquiries, allowing human agents to focus on complex or sensitive issues.
- Key performance metrics improved, reflecting more satisfied and better-supported customers.
Looking Ahead: Smarter AI, Broader Impact
Hallon continues to explore new ways to expand their Conversational AI agent’s role. Beyond handling support requests, it now assists with checkout processes and helps reduce churn by engaging users during subscription cancellation. By directing at-risk customers to the right team at the right time, the Conversational AI agent plays a key role in customer retention. Furthermore, Hallon is exploring more advanced AI capabilities, including generative AI, to further enhance and personalize the customer experience.
Hallon’s journey illustrates how a well-designed AI-powered virtual agent can do more than just handle support—it can elevate customer experience, drive business efficiency, and become a cornerstone of digital transformation in telecom.
Looking to transform your organization’s customer service with Conversational AI? At Eckoh, we help organizations harness the power of Conversational AI to create experiences that are not only more efficient and secure, but more human. Get in touch with us to learn more about how AI agents can transform your customer and agent experience.