Liberty Puerto Rico redobla su apuesta por la inteligencia artificial y la atención al cliente
Liberty Puerto Rico has made major strides in improving its customer service and operations this year using artificial intelligence and a renewed focus on user experience, said Leandro Kabbach, the company’s vice president of customer operations, in an interview with News is my Business.
Kabbach, who joined Liberty in early 2025 to lead the newly created division, said his role encompasses all areas that “touch the customer,” including billing, collections, customer care, fraud management and digital platforms.
The function was designed to “double down on the focus on the customer,” he said, ensuring that each interaction reflects Liberty’s commitment to reliability and service quality.
When he arrived, the biggest challenge was addressing lingering issues from Liberty’s billing system migration following its acquisition of AT&T’s Puerto Rico operations.
“We introduced AI tools that check every invoice before it goes out,” Kabbach said. “If the AI agent identifies an issue, it’s flagged for human review. Today our invoices are going out with 99.9% accuracy.”
That change, he said, has sharply reduced customer calls, boosted the company’s Net Promoter Score and cut churn by half.
The company also launched “LiBi,” an AI agent available through Liberty’s Super App that can handle most customer inquiries, from activating roaming services to processing payments. Additional AI tools are being developed to help diagnose home internet issues, reducing troubleshooting time from 10 minutes to less than two.
Still, Kabbach emphasized that Liberty continues to maintain all traditional service channels.
“We never shut down any of the channels,” he said. “Customers can still call, chat or visit our stores — whatever they prefer.”
He credited the improvements to a stronger team, tighter controls and the introduction of advanced technology.
“The level of improvement we’ve seen in six to 12 months is amazing,” Kabbach said. “Our customers are happier and willing to stay with us. We have all the ingredients for a bright future.”
