Enxoo and AVSystem Win “Biggest Impact Award” at Fiber Connect 2026 for AI-Driven Wi-Fi Solution

Enxoo, in partnership with AVSystem, is proud to announce that our joint Proof of Concept (PoC) has won the prestigious Proof of Concept – Biggest Impact Award at Fiber Connect 2026. Awarded by the Fiber Broadband Association, this recognition honors innovations that fundamentally transform the broadband landscape and deliver measurable business value for operators and their subscribers.

Introducing Wi-Fi Buddy: AI-Powered Customer Experience for Broadband Providers

The award-winning solution, “Wi-Fi Buddy”, combines Enxoo’s expertise in AI-driven customer service automation with AVSystem’s advanced Customer Experience Management capabilities.

Built on Salesforce technology and designed for modern broadband operators, the solution improves Wi-Fi and access-layer management of Customer Premises Equipment (CPE), including routers and extenders.

At the core of the solution is an AI-powered agent that enables subscribers to troubleshoot and resolve Wi-Fi-related issues through natural language conversations, ensuring fast and seamless first-contact resolution.

The solution integrates three key components:

Enxoo Agentforce
Salesforce Service Cloud
Customer Experience Management from AVSystem

Together, these technologies create a robust and future-proof architecture that significantly enhances customer experience while reducing operational costs for service providers.

What Makes the Solution Innovative?

“Wi-Fi Buddy” addresses key challenges faced by broadband operators by introducing an AI Agent capable of managing customer support interactions end-to-end.

Using natural language communication, the AI Agent interprets subscriber issues, diagnoses specific Wi-Fi faults, resolves them remotely, and explains the resolution process or recommended next steps to the customer – including relevant upsell opportunities where applicable.

The solution communicates directly with Wi-Fi routers and analyzes network conditions in real time, dramatically reducing the number of support cases that require Customer Care intervention.

Importantly, the entire architecture is fully compatible with open industry standards, including TR-069 and TR-369.

Delivering Real Business Impact

Wi-Fi quality remains one of the most important factors influencing customer satisfaction in the residential broadband market. Even when the underlying broadband connection performs flawlessly, poor in-home Wi-Fi experiences can negatively affect overall service perception and contribute to customer churn.

The “Biggest Impact” award recognizes how “Wi-Fi Buddy” directly addresses these operational and customer experience challenges.

The solution is designed to improve several critical business KPIs:

Reducing Inbound Calls: Providing customers with an AI-powered support interface can reduce Wi-Fi-related Customer Care calls by up to 40%, significantly lowering operational costs.
Decreasing Field Service Costs: Increasing the number of issues resolved remotely or automatically reduces the need for technician dispatches.
Reducing Customer Churn: Technical issues account for up to 10–15% of customer churn, with Wi-Fi quality being a major contributor. Remote AI-driven troubleshooting can improve this factor by up to 40%.
Increasing First Contact Resolution (FCR): Faster issue resolution improves customer satisfaction, minimizes follow-ups, and creates a smoother support experience.
Improving Net Promoter Score (NPS): AI-powered network diagnostics and automated issue resolution are projected to improve customer satisfaction metrics by 20–30%, directly impacting NPS.

Acknowledgments

We would like to thank the Fiber Broadband Association for organizing another outstanding edition of Fiber Connect and for recognizing the real-world impact of “Wi-Fi Buddy”.

We also congratulate all nominees and winners who continue to shape the future of broadband technology and subscriber experience.

About Enxoo

Enxoo is your trusted partner in growth and transformation. As one of Europe’s fastest-growing Salesforce partners, we deliver modern cloud solutions that help businesses streamline operations, boost agility, and grow revenue.

With nearly 15 years on the market and more than 250 successful projects delivered worldwide, we combine deep industry expertise with innovation. Headquartered in Liverpool and Warsaw, Enxoo has offices across the UK, Poland, the Czech Republic, and Germany.

About AVSystem

AVSystem was founded in 2006 to provide advanced automation solutions for connected device ecosystems. The CSP product portfolio covers end-to-end broadband services management – from service activation and assurance to in-home Wi-Fi experience monitoring.

Serving customers ranging from local internet service providers to multinational telecom operators, AVSystem focuses on open ecosystems and standards-based technology, including TR-069, TR-369, and LwM2M.