Smart AI Powered Address Search Implementation

Live Oak Fiber internet is a rapidly growing fiber internet provider committed to delivering high speed, reliable connectivity to homes and businesses. With customer experience at the core of its mission, Live Oak Fiber internet continuously invests in digital innovation to simplify how customers interact with its services. The company customer portal plays a central role in onboarding new clients, checking service availability, and managing accounts.

As Live Oak Fiber internet expanded into new regions, ensuring that potential customers could easily check service availability became critical. However, the limitations of its existing portal search function began to affect user satisfaction and conversions, prompting the need for a smarter, AI-powered solution.

The customer portal original address search feature was creating friction for users. Customers frequently encountered a “No Service Available” error even when their addresses were valid and within service areas. The core issues included:

• Limited Search Logic

The system required exact matches, meaning that even small variations in spelling, abbreviations, or partial entries would return no results.

• User Frustration

Customers had to manually enter complete addresses, often guessing formats or retyping multiple times.

• Lost Opportunities

Many potential customers abandoned the process when the system failed to recognize valid addresses, directly impacting order conversions and revenue.

• Operational Inefficiency

Customer support teams were receiving increased queries to confirm service availability, adding unnecessary overhead.