AI Success Stories | AI agents in Practice

Challenge
A1 was facing a growing number of user queries, longer wait times, and overloaded support agents.
Solution
By introducing the conversational AI assistant LUMI, A1 enabled automated yet controlled user support in natural language.
Hybrid approach
LUMI combines proven NLU with generative AI, enabling reliable answers where accuracy is ciritical while providing greater flexibility for more complex questions.
The role of human agents
When AI cannot resolve an issue independently, it seamlessly hands the conversation over to a human agent, along with the context of the conversation.
Results
Higher user satisfaction, faster response times, and reduced workload for support teams.
Solution upgrade
In 2025, A1 Slovenia also introduced a voice AI assistant, enabling more natural, efficient, and automated call handling in the contact center.

Key challenges
A significant increase in calls and inquiries in the call center
Longer response times during peak traffic periods
Need for unified support across multiple channels
Reducing agent workload without degrading the user experience
2Mobile Solution
In collaboration with A1 Slovenia, the 2Mobile team developed and implemented a conversational AI assistant integrated into the GLS website and available via Viber and WhatsApp

The solution allows:

Self-service FAQ resolution
Automated request routing
Multichannel support from a single platform
Gradual escalation to a human agent when needed
Package tracking
Integration with back-end systems
Finding the nearest parcel terminal
Separate B2B AI assistant
Next steps
GLS Slovenia plans to expand the solution by introducing chat support in the call center using IVR deflection, which will further reduce pressure on telephone support and improve call handling efficiency.
Solution upgrade
In 2024, GLS Slovenia revamped its conversational solution and replaced it with the Boost.ai AI assistant. In 2025, they also introduced a voice AI assistant, which replaced the existing IVR system and enabled more natural, efficient, and automated call handling in the contact center.
Client comment
''With the introduction of the Boost.ai chatbot, GLS Slovenia has taken an important step in the development of digital customer support. The solution has proven to be a reliable and efficient part of our ecosystem, as it reduces agents' workload, improves responsiveness and contributes to an improved user experience. The results show higher customer satisfaction and better organization of work in the contact center, especially during periods of increased demand. Boost.ai enables us to further develop and upgrade conversational solutions that are consistent with our long-term goals in the field of artificial intelligence and digital transformation." Leon Juhant, Head of Artificial Intelligence Development at GLS Slovenia.

Due to the growth of e-commerce, GLS Slovenia experienced a higher volume of customer inquiries and increased pressure on the contact center in 2022.

Using conversational AI, GLS established multichannel support via online chat (with a separate AI assistant for B2B), Viber and WhatsApp, allowing users to access information more quickly from the first point of contact.

The solution significantly relieved the call center, especially during peak seasons, and improved responsiveness and the overall user experience.

In 2024, GLS Slovenia switched to the Boost.ai AI assistant, and in 2025, it upgraded the solution with a voice AI assistant, which replaced the traditional IVR and further optimized call handling.

"By introducing a voice AI assistant, GLS Slovenia have enabled our customers to access key information at any time, 24/7, regardless of the call center's working hours. Voice AI effectively answers the most common questions and represents a reliable first point of contact for customers, while significantly relieving our agents, who can focus on more demanding cases. Such a solution improves responsiveness, shortens waiting times and contributes to higher customer satisfaction. We see the voice bot as an important part of our long-term strategy of automation and development of advanced AI-supported customer support services."

- Leon Juhant, Head of Artificial Intelligence Development at GLS Slovenia

Key challenges
Restrictions on physical events and the need for contactless ordering
Long queues for food, drinks and tickets during matches
Limited interaction between clubs and fans
Demand for an innovative digital channel to improve fan engagement
2Mobile Solution
At 2Mobile, we developed innovative chatbots for Mastercard Slovenia, tailored to individual sports clubs. The solution enabled fans to order food and drinks contactlessly, follow club content, and purchase tickets and products directly through chat.

The chatbots operated on a single platform and also enabled integrated payments, which represented a global innovation in the field of sports marketing.
Solution functionalities
Multi-channel accessibility
The chatbots were accessible through Apple Business Messages, Facebook Messenger, and Viber.

Contactless ordering and payment
Fans could order food and drinks directly from their seats and avoid queues.

Club content and engagement
Users accessed news, team presentations, and club events through chat.

Sales and sponsorship activations
Clubs ran sales campaigns, shared information, and activated sponsorships using targeted push messages.

Chatbots have turned clubs into digital points of contact, helping fans order, get information, and interact even outside of the match itself.

The solution improved the user experience, increased sales at matches, and strengthened the sense of belonging with the sports community.

The example of Mastercard sports chatbots demonstrates how conversational AI can create new digital experiences, while also providing clubs and sponsors with additional sales channels and innovative forms of communication.

The solution received the Product Innovation Award at TheStadiumBusiness Awards in Manchester in 2023.

Key challenges
Lack of in-person meetings and events in December 2020
Need for a different, more personal approach to business partners
Finding a creative way to showcase digital solutions in practice
Desire to deliver a positive and memorable user experience
2Mobile Solution
2Mobile worked with its sister company MeetPoint to design the virtual assistant Rudolf from Verovškova, a conversational chatbor that enabled business partners to order a New Year's gift via chat.

The solution was available on the 2Mobile and MeetPoint websites, as well as via Facebook Messenger. Users selected the type of sweets, delivery date and time, and address through a conversation. The system automatically collected all data and forwarded it to the implementation team.
Goal
To promote MeetPoint and 2Mobile while demonstrating how conversational AI can function in practice as an effective yet personal communication channel.
How the chatbot worked
Gift selection
Users could choose from three options of Karim's sweets.

Delivery personalization
Each user selected their preferred delivery date, time and address.

Automatic data collection
At the end of the conversation, the system collected all the necessary data for execution.

Multi-channel accessibility
The robot was accessible on the companies' websites and Facebook Messenger.

Key challenges
Sharply increased demand during the summer season
Overloaded phone lines and email
Repeated customer inquiries
Reduced responsiveness and lower user satisfaction during the season
2Mobile Solution
In collaboration with A1 Slovenia, we implemented a web chatbot for Kopija-nova, integrated directly into their website. The solution provided visitors with a new communication channel for customer support during peak hours.

The chatbot immediately greeted users and collected their requests, which were handled in real time by agents via the LivePerson platform. During the sales season, two agents took care of responses during business hours, while users visiting outside working hours were informed about the expected follow-up.
Goal
To establish a responsive customer support channel that delivers fast, clear, and accurate information while reducing the workload on existing support channels.
How the solution worked
Online chat bot
Automatically greeted users upon visiting a website.

Management via a single platform
Agents received and handled requests through a central interface.

Flexible working hours
Clear communication regarding support availability, even outside of working hours.

Focus on recurring questions
Faster handling of the most common customer inquiries.