Smart AI Powered Address Search Implementation

Client

Live Oak Fiber

Industry

Internet Provider

Technology

Power BI, Sonar, HubSpot

Delivery

CRM Implementation and Integration

Background

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.

Challenge

The original address search feature in the customer portal created significant user friction and impacted business outcomes. It relied on strict, exact-match logic, causing valid addresses to return “No Service Available” due to minor variations in spelling or formatting.

This led to repeated manual entry attempts and frustration for users. As a result, many potential customers abandoned the process, reducing order conversions and revenue.

Customer support teams faced increased queries to verify service availability, creating unnecessary operational overhead. Overall, the system’s limitations negatively affected user experience, efficiency, and business growth.

Solution

Intelligent Input Recognition

The AI model interprets partial, misspelled, or varied formats of address entries and maps them to the closest valid match.

Predictive Dropdown Suggestions

As users type, the system displays relevant addresses instantly, reducing the need for full manual entry.

Real Time Database Matching

The AI is integrated with the portal serviceable address database, ensuring suggestions are always accurate and up to date.

Scalable Search Model

The solution can adapt to growing address databases, continuously learning from user behavior to improve future predictions.

Benefits

The AI-powered address search significantly improved both customer experience and business performance. Customers now experience a smoother and more reliable journey, leading to a 35% increase in successful address validations and a 28% rise in positive feedback.

The system helped capture missed opportunities, resulting in a 22% increase in new service orders.

Its advanced capabilities also provided a competitive edge, boosting customer retention by 15% compared to outdated solutions. Additionally, automation reduced manual work and support requests by 40%, improving operational efficiency and ensuring consistent, scalable performance over the long term.