About Action24

Action24 is Ireland’s leading provider of high-performance monitored alarm and CCTV security systems, trusted by thousands of homes and businesses across the country. With over 40 years of expertise in safeguarding people and property, Action24 prides itself on delivering rapid response, reliable protection, and a seamless customer experience -  24/7/365.

Their commitment to safety, cutting-edge technology, and personalised service has made them a preferred security partner for both residential and commercial clients seeking peace of mind.

The Challenge

As Action24’s customer base rapidly expanded, so too did the volume of support queries and service-related communications. Customers often reaching out during moments of stress or urgency expected immediate, human-centered support across a variety of digital and traditional channels, including:

• Phone calls

• Email

• Website forms & Chat functionality

• Social channels like Facebook & Instagram

Managing this increasing volume manually created operational pressure on the customer service team, with growing risks of delayed responses, inconsistent support quality, and increased handling costs. For a security company where trust and response time are critical, maintaining a consistently high standard of engagement at all hours became a non-negotiable priority.

Action24 also required a 24/7 sales function where they could facilitate sales queries out of regular office hours. And furthermore capture lead details for further follow up by the sales team. 

The Solution: Laila by Momntum

To meet these demands at scale without sacrificing quality, Action24 partnered with Momntum to deploy Laila, their AI-powered virtual team member.

Laila was trained to deeply understand Action24’s brand voice, product offerings, escalation procedures, and customer care ethos. Her responsibilities include:

• Answering alarm and system-related questions

• Managing account queries and billing support

• Escalating incidents based on urgency

• Handling out-of-hours service triage

• Handling out-of-hours sales triage where leads are sent to the CRM

• Handling triage for service appointments and installations

She engages naturally, consistently, and empathetically across all channels, ensuring current customers and new enquirers feel informed, reassured and supported whether it's 2pm or 2am.

Laila integrates seamlessly across Action24’s ecosystem:

• Website Widget Live Chat

• WhatsApp

• Facebook Messenger

• Instagram

And Action24 are in the process of introducing Laila onto their IVR phone system. With memory-driven conversation, Laila offers continuity of care and exceptional responsiveness, especially during high-demand or out-of-hours periods which is essential in our line of business.

The Results

Laila’s deployment at Action24 has been a game-changer, delivering measurable impact across the board. In the last quarter from May to July 2025 inclusive:

3,000%+ ROI
With significant revenue uplift driven by faster lead capture and improved CRM syncing.

€50,000+ in attributed revenue
Through enhanced engagement across all digital channels, especially in urgent inbound conversations.

24/7 coverage
Maintaining customer service standards at all times, supporting both residential and commercial clients.

70% AI success rate
As Laila effectively deflects routine queries, freeing up human agents for high-touch support.

Faster response time and increased customer satisfaction
Customers now receive instant support with resolution time cut down significantly.

Action24 x Laila

“Laila has dramatically improved the way we serve our customers. She allows us to be ‘always on’ without compromising empathy, accuracy, or the security assurance we’re known for. She’s not just a chatbot, she’s a true part of our support team.”

The Action24 Team