Financial ServicesConversational AI
Nordea's Nova chatbot usage doubles in two years
Nordea
Nordea's chatbot Nova (Nordea Virtual Agent), in service since 2017, is expected to handle close to seven million customer chat sessions in 2024, a 100% increase over two years. Nova answers simple banking questions in two seconds and uses 'deep links' that guide customers directly to a feature, such as viewing a card PIN. AI Trainers add at least 20 phrasings per intent, plus 10 tricky variations, to keep Nova understanding a wide range of customer questions.
