One NZ makes plan changes fast, easy and convenient with Agentforce.

A complex prepaid product landscape made it difficult for customers to choose the right plan.

One NZ has built a reputation for delivering reliable connectivity — reaching 99% of the population, from major cities to the most remote rural areas. “The connectivity we provide is an essential service to so many people both in New Zealand and overseas,” said CEO Jason Paris.

More than one million people currently use One NZ’s prepay service, which allows customers to customise their own plans with their unique combo of data, minutes and texts. As One NZ continually innovated, new prepay set-up were layered atop legacy offerings, creating a complex portfolio that was difficult for customers to navigate. When customers couldn’t find what they were looking for, they sometimes turned to a different carrier or left One NZ’s website without selecting a plan.

To accelerate revenue growth, One NZ simplified their prepaid offerings down to seven new plans that were easier to shop and compare. With their new plans in place, One NZ’s next challenge was helping customers switch to them. Previously, customers had to visit a One NZ store, use complex digital journeys or call customer support to switch their plan. With over a million prepaid subscribers needing to switch, however, these two support channels could easily become overwhelmed by demand, leading to staff burnout and long wait times.

A complex prepaid product landscape made it difficult for customers to choose the right plan.

Agentforce provides a self-service path to migrate hundreds of thousands of prepaid customers to better prepaid plans.

To bring their vision to life, One NZ is using Agentforce, the agentic layer of the Agentforce 360 Platform, to build a digital assistant that helps customers quickly and seamlessly choose the best mobile plan for their needs. Built in just five weeks, Agentforce streamlines what used to be a multistep, employee-assisted process into a simple, touchless journey from start to finish.

For their initial pilot, One NZ has identified a segment of hundreds of thousands of  prepaid customers as the best fit to focus on now. These customers will receive a targeted campaign via SMS and email with a private link to a mobile-optimised portal. Clicking the link launches One Assistant, One NZ’s prepaid agent, which first requests a one-time password to authenticate the SIM against Communications Cloud — replacing manual verification. 

From there, Agentforce pulls real-time account details, such as balances, add-ons and data usage, directly from Communications Cloud. Customers then see their current plan alongside seven simplified options. If they have questions about their options, Agentforce answers them instantly with information pulled from knowledge articles stored in Data 360 and retrieved through vector search. 

Agentforce provides a self-service path to migrate hundreds of thousands of prepaid customers to better prepaid plans.

Guardrails prevent customers from making incomplete transactions and escalation paths route complex questions to human reps when needed. Agentforce also complies with New Zealand’s strict data regulations, protecting sensitive customer information throughout the process.

Looking ahead, One NZ plans to use Agentforce to help the remainder of their prepaid customer base transition to a new plan. They’ll also extend the agent with voice capabilities via Agentforce Voice, transcription and support for additional languages.

Guardrails prevent customers from making incomplete transactions and escalation paths route complex questions to human reps when needed. Agentforce also complies with New Zealand’s strict data regulations, protecting sensitive customer information throughout the process.

“Agentforce’s ability to access data in the moment is vital,” said Summer Collins, Chief AI and Data Director. “The agent is grounded in the right answers and can only look at the data that is relevant for each particular customer according to the rules we set for it. Having that data easily accessible within Data 360 means that can happen instantaneously.”

That speed was possible thanks to Agentforce’s low-code Agent Builder tools and prebuilt actions — and with Data 360, Agentforce can make decisions using real-time data and take action instantly.

With this strong foundation, Agentforce gives One NZ a limitless digital workforce, delivering always-on, accurate and personalised service at scale. Having AI agents autonomously handle routine tasks frees up teams to focus on higher-value work. 

“Agentforce’s ability to access data in the moment is vital,” said Summer Collins, Chief AI and Data Director. “The agent is grounded in the right answers and can only look at the data that is relevant for each particular customer according to the rules we set for it. Having that data easily accessible within Data 360 means that can happen instantaneously.”