Key results
The company
One New Zealand
one.nzTelecommunications provider of mobile, broadband, and ICT services in New Zealand.
Result highlights
- 24/7 on-demand service availability
The story
New Zealand's second-largest telecommunications provider serves over one million prepaid subscribers with connectivity reaching 99% of the population.
After consolidating a complex legacy portfolio into seven simplified plans, the carrier needed to migrate over a million customers without overwhelming physical stores or call centers. Relying on traditional support channels for this volume would have created unsustainable wait times and staff burnout.
The provider deployed Agentforce to guide customers through the switch via a mobile-optimized portal accessed through targeted SMS and email campaigns. The AI agent authenticates users, pulls real-time usage data from Communications Cloud to display relevant options, and answers questions using vector search. Once a user selects a plan, the system validates their balance and executes the migration automatically via APIs.
Scope & timeline
- 5-week build time for prepaid agent
Quotes
“The connectivity we provide is an essential service to so many people both in New Zealand and overseas.”