AI WiFi Assistant: self-service that reduces the risk of customer churn

When home internet slows down or a movie starts buffering, customers don’t care whether the problem lies in the router, the home Wi-Fi, or the operator’s infrastructure — they simply expect an instant fix. Waiting on hold at an operator’s call center? In today’s world, that’s already outdated.

In response to rising customer expectations, FTTH operators are increasingly turning to intelligent self-service, enabling users to resolve issues on their own, without having to call the operator’s hotline.

According to Salesforce, in organizations with mature self-service implementations, customers manage to resolve an average of 54% of their cases independently (Salesforce, 2024). Unfortunately, Gartner reports that the market average is much lower — only 14% of inquiries are fully resolved within self-service channels, while 90% of service leaders consider improving this metric a top priority (Gartner, 2024). This gap highlights both the challenge and the opportunity: investing in advanced solutions, such as AI WiFi Assistant, can significantly boost customer satisfaction while reducing operational costs.

Why traditional self-service falls short

• No access to real device data – the system can’t “see” inside the router or Wi-Fi network, so it misses the true root cause.
• Isolated silos of CRM, monitoring, and support – information about customers and devices doesn’t flow smoothly across systems.
• Handover to the call center – when the customer can’t resolve the issue via self-service, they are transferred to the call center. Without full context, they have to re-explain their situation from the beginning – often multiple times, as the case gets passed between different agents.

The result? Frustration — and a higher risk of losing the customer.

What makes an AI WiFi Assistant different?

• Active AI chat powered by Salesforce Agentforce (Enxoo) – the intelligent assistant understands natural language and guides customers step by step.
• Real-time monitoring (AVSystem) – direct integration with CPE through TR-069 / TR-369 for live monitoring and reconfiguration.
• CRM integration (Salesforce) – full customer context without the need to repeat information.
• End-to-end process expertise (Enxoo) – combining technology into one seamless customer journey, tailored to the realities of FTTH operators.

This is not just another chatbot — it’s an assistant that truly resolves technical problems in real time.

Tangible benefits for FTTH operators

• Fewer hotline calls – intelligent self-service reduces the load on call centers, shortening handling times and lowering operational costs.
• Lower field service costs – many issues can be solved remotely, without sending a technician to the customer’s home.
• Reduced risk of customer churn – poor service experience is one of the main reasons customers switch providers, and acquiring a new customer can cost 5–7 times more than retaining an existing one.
• Higher NPS and increased ARPU – through more effective support and intelligent recommendations tailored to customer needs (e.g., plan optimization).
• Generating upsell opportunities – not only can an additional Wi-Fi mesh node be offered, but the offer is contextual and relevant: when poor Wi-Fi coverage is detected, the customer is far more likely to accept, turning a service issue into increased ARPU.

Time to act

Customers have become impatient—they expect immediate solutions and simple experiences. Every minute spent waiting on hold increases frustration and the risk of switching providers. That’s why, in just a few years, most customer issues will be resolved automatically by artificial intelligence.

For FTTH operators, the message is clear: those who invest in intelligent self-service now will win customer loyalty ahead of the competition.

Conclusion

You can stick with traditional, often ineffective self-service, or you can choose AI WiFi Assistant — a solution that truly supports customers and removes their frustrations.

Those who embrace this path will not only reduce the risk of customer churn but also strengthen their market position and unlock new growth opportunities.