Nordic bank DNB has successfully automated over half of its chat interactions by leveraging Boost.ai’s advanced conversational AI platform.
The institution employs AI-driven virtual agents as the primary support interface, effectively managing a significant volume of customer queries received through its website. Within just six months of implementation, the virtual agent, named Aino, automated more than 50% of incoming chat traffic and currently handles over 20% of all customer service requests. To date, Aino has engaged with over one million customers.
DNB has assigned 15 full-time employees to ensure that these virtual agents are continually trained on optimal response strategies and discernment in transitioning inquiries to human agents. According to Boost.ai, this technology not only streamlines customer interactions but also allows team members to concentrate on more complex tasks for which they are trained, rather than on routine administrative duties.
Jan Thomas Lerstein, Senior Vice President and head of IT emerging technologies at DNB, remarked, “By utilizing AI, we aim to enhance our value chains, thereby delivering improved services to our customers and generating value for the bank.”
He further emphasized that this is merely the beginning of their AI journey, revealing plans to explore voice APIs and enhance personalization through technology. “We are committed to pushing the boundaries of conversational AI, as we believe that when it comes to improving efficiency, the possibilities are limitless.”