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 customize their own plans with their unique combo of data, minutes, and texts. As One NZ continually innovated, new prepay setups 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.

One NZ knew they needed a way for customers to self-serve the process from start to finish quickly, easily, and on demand.

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 Salesforce 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-optimized 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 Cloud and retrieved through vector search. 

For example, if a customer asks whether they’ll lose unused top-ups, Agentforce provides an immediate, accurate response. When a customer selects the plan they’d like to switch to, Agentforce executes the conversion automatically through Communications Cloud APIs. If the balance is insufficient, the agent warns the customer and directs them to a top-up link, keeping the process touchless end to end.

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.

“I want to deploy agents across the organization,” said Paris. “I want sales agents, marketing agents, HR agents, finance agents, logistics agents. I’ve always said that we’ve got more ideas than we know what to do with. Agentforce is going to enable us to do, and get to, more of them.”

“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 Cloud means that can happen instantaneously.”

That speed was possible thanks to Agentforce’s low-code Agent Builder tools and prebuilt actions — and with Data Cloud, 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 personalized service at scale. Having AI agents autonomously handle routine tasks frees up teams to focus on higher-value work. 

“You know the old saying: ‘If you get distracted by the urgent, you miss out on the important.’ It’s like that for all of us,” said Paris. “Letting agentic AI handle that urgent stuff frees your time for the value-creating stuff like talking to customers, spending time with people, and making the big, bold moves that are going to change the game.”