Armed with artificial intelligence (AI) tools, Liberty Puerto Rico corrected billing issues inherited from the AT&T migration, raised the level of service within its mobile application and, soon, will perform remote diagnostics in minutes.
This was reported by Leandro Kabbach, who leads these initiatives as Liberty’s vice president of customer operations.
“Today our billing is 100% corrected”Kabbach assured about the task that was his first priority after joining the team at the beginning of 2025.
He shared that the project relies on an AI tool that “helps verify invoices before they reach the client.”
He also reported that, with the update of the Liberty mobile application, they integrated a virtual agent called LiBi that “I invite everyone to try it. It is very entertaining.”
He announced that LiBi will also be available through the WhatsApp channel and, similarly, they will integrate conversational AI into the call center.
However, he stressed that in this case they are refining the responses to be able to identify more quickly and take into account the client’s preferences.
“In the development we are designing, if the customer wants to talk to an agent, they want to talk to an agent. Don’t give them too much thought. …but there are clients who don’t want to talk to a person. There are both. You have to have that balance,” Kabbach said.
The next integration will be a remote diagnostic tool for customers who report problems with their fixed connections, whether telephony, broadband internet or cable television.
“All the checks that an agent does in about 10, 12 minutes… this tool will do it in 1 to 1.5 minutes. “It’s going to be much more pleasant for the customer,” said Kabbach about the solution that they hope will be ready in a matter of “weeks.”
He added that this tool will also help human agents handle cases in a more efficient and bearable way.
“Also, by streamlining the process for those who do want to use the tool, it improves the experience for those who don’t, because there is less waiting time to speak with an agent,” added Giovanna Ramírez de Arellano, senior director of communications at Liberty.
Kabbach said AI integrations are just one component of Liberty’s agenda to perfect “everything the customer touches.” Therefore, their role includes all service channels, collections, billing, account retention and even a little bit about fraud investigations.
The executive from Brazil celebrated that, despite having been in the position for less than a year, he has already seen a substantial improvement in customer evaluations (known in English as Net Promoter Score) and in account retention metrics.
Before landing in Puerto Rico, for the past six years, Kabbach held leadership positions in the subsidiaries of the parent company Liberty Latin America in Panama, Chile and the Caribbean, which covers 20 markets in the Caribbean basin.
For his part, Ramírez de Arellano indicated that the optimization of customer service is a sign that Liberty continues to focus on its continuous improvement, while the parent company makes financial moves and restructures the company’s debt.
“We continue the operation, we continue running, improving and everything that has been happening is going to help. You have to have a good business so that everything goes in optimal conditions.”, he expressed.