Telecom
PlussMobil: Customer service that never sleeps
PlussMobil needed fast, reliable customer service without building a large support team. Tindre delivered an AI-driven customer service bot that was live in just a few days.
Challenges
- A high volume of customer enquiries via chat and phone, including outside business hours.
- A complex pricing model and detailed information that's hard to communicate concisely and accurately.
- Limited support capacity in a fast-growing business.
- A need for fast, precise answers, alongside insight into what customers were actually asking.
- Information scattered across extensive websites and documents.
Solution
The solution started as a quick pilot, with Tindre setting up a free test by indexing PlussMobil's website and relevant PDFs, with content automatically refreshed by crawling the site every night.
To keep launch risk low, we avoided deep technical integrations and used the existing chat as a second line for complex cases. The system has clear rules for when conversations should escalate to human support, especially for pricing and contract questions.
Operations and quality assurance were organized from day one, with weekly conversation reviews, ongoing collection of thumbs-up/thumbs-down feedback, and manual review of answers that could be improved. All user data used for insight is anonymized before analysis.
The limited integration scope and strong focus on precise system instructions made it possible to go from idea to live MVP in days.
Results
In the early operating phase, the bot handled around 1,000 conversations a month, with the majority of users giving thumbs-up feedback.
Conversation data has produced concrete, actionable insight into which pages and phrasing on the website cause confusion, what users find complicated, and which features they're asking for.
These insights have proven just as valuable to PlussMobil as the automation itself, since they enable targeted improvements to both content and product.
Tindre has been a success from the start.
Frank Bratland, CEO, PlussMobil
What made this a success
- Start small and learn fast: a pilot that could be measured and adjusted.
- Strict system instructions to reduce the risk of misinformation.
- Daily updates to source data to keep answers relevant.
- Simple escalation paths to human support.
- A focus on insight: not just answers, but data on what customers actually ask.