A1 Supercharges Customer Experience with Teneo-Powered AVA Chatbot, Achieving 71% Containment rate
A1 Bulgaria, a leading telecommunications provider, faced the universal challenge of managing ever-increasing volumes of customer inquiries.
Contained Conversations
AVA has achieved an impressive 71% containment rate and her ability to resolve customer inquiries without human intervention, freeing up agents to focus on more complex tasks.
Versatile Platform
Following the success of 'AVA', the company The 2026 roadmap includes a range of exciting internal and externally supported projects designed to further enhance the customer experience
Live Customer Data
By handling thousands of customer enquiries, Teneo has been able to generate rich data on A1 customers to optimize the solution and add new knowledge to AVA.
The Results
Teneo Relieved the Contact Center From the Pressure of Customer Enquiries
100k
Monthly Conversations
71%
Containment Rate
52%
Engagement Rate
10%
Handover Rate
26%
Sessions outside
business hours
The implementation of the AVA chatbot has delivered remarkable results, transforming A1 Bulgaria's customer service operations and setting a new standard for excellence in the industry. The data from Q4 2025 speaks for itself.
The impressive 71% containment rate demonstrates AVA's ability to resolve customer inquiries without human intervention, freeing up agents to focus on more complex and value-added tasks.
Furthermore, the chatbot's ability to handle 26% of sessions outside of normal business hours highlights its crucial role in providing round-the-clock support.
The success of the AVA chatbot is a testament to the power and flexibility of the Teneo platform. Teneo's ability to deliver high-accuracy, scalable, and multilingual solutions makes it the ideal choice for enterprises looking to transform their customer service operations. The platform's open architecture and seamless integration capabilities, including integration with ChatGPT, ensure that A1 Bulgaria can continue to innovate and adapt to the ever-changing technological landscape.
Download this Case Study
Leave us your information below to receive the PDF version of this success story and we will send it to you shortly by email.
The Challenge
Scaling Customer Support in a Competitive Market
A1 Bulgaria, a leading telecommunications provider, faced the universal challenge of managing ever-increasing volumes of customer inquiries while simultaneously improving operational efficiency and delivering a superior customer experience. In a competitive market, the ability to provide instant, 24/7 support is no longer a luxury but a necessity. The company recognized the need to move beyond traditional support channels to a more scalable and intelligent solution that could meet the evolving demands of its customers.
The Solution
AVA, an Intelligent Chatbot Powered by Teneo
To address these challenges, A1 Bulgaria partnered with Teneo to develop AVA, a sophisticated AI-powered customer care chatbot. Built on the Teneo platform, AVA is designed to handle a wide range of customer queries with human-like conversational abilities. Teneo's patented TLML (Teneo Lingustic Modeling Language) technology enabled the rapid development of a highly accurate and scalable chatbot that could be seamlessly integrated with A1's existing internal systems. This integration allows AVA to provide personalized and context-aware support, from answering simple questions to handling complex, multi-step transactions.
The Power of Teneo Conversational IVR
We help high-growth companies like Telefónica, HelloFresh and Swisscom find new opportunities with our technology.
Interested to learn what we can do for your business?