According to Anders, the move to Billogram’s payment platform in 2024 has made a clear difference. Invoice-related calls are down 40%.

Anders Ohlin, Head of Customer Service, Bredband2

In December 2025, Bredband2 launched Agentic Assist, Billogram’s AI agent that helps customers with payment questions directly within the payment experience, with full context on the customer’s invoice, payment history and due date. Today, 7 out of 10 of those queries are resolved without a customer service agent getting involved.

At launch, that figure was 54%. It has risen month by month since, and Anders would like to see the agent do even more.

“I think it’s good enough that we should put it even more front and centre. There’s a lot to gain from meeting customers right where the question comes up.”

A customer who can’t pay on time can ask for an extension directly from their invoice, and get it. The agent already has the full picture and can make the decision on the spot, without a person having to step in. Extensions are capped at ten days, with rules for how often they can be used. But within those limits, the customer decides how many days they need.

“I needed three days, I got three days. It felt tailored to me. And that makes for a better experience.”

According to Anders, customers who get to choose for themselves tend to stick to the date they picked. The customer experience improves, and the payment comes in. Extensions are the clearest example, but the agent also helps customers switch to autogiro, Sweden’s direct debit scheme, or compare invoices. More features will be added as new needs are identified.

For customers, the agent is always available. For Anders’ team, it means more time for the calls that actually need a person. And as the agent is able to act in more ways, it serves both sides better: the customers who want help, and the staff who want to give it.

Want to see what Agentic Assist could do for your customers? Contact us here!