Nordea rolls out 12 boost.ai conversational AI agents across four Nordic markets
Nordea, serving more than 9 million private customers in Sweden, Denmark, Norway and Finland, used boost.ai's conversational AI platform to roll out 12 language-agnostic AI agents for customer service and internal support, including its chatbot Nova. The source reports in-scope resolution rates above 90% for customer-facing agents and about 220,000 Nova conversations per month.
Overview
Nordea, serving more than 9 million private customers in Sweden, Denmark, Norway and Finland, used boost.ai's conversational AI platform to roll out 12 language-agnostic AI agents for customer service and internal support, including its chatbot Nova. The source reports in-scope resolution rates above 90% for customer-facing agents and about 220,000 Nova conversations per month.
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Inspect the highlighted sourceThe challenge
Nordea's four Nordic markets each receive thousands of customer service requests daily, and the bank needed to manage that volume while keeping consistent, on-brand experiences.
The solution
Nordea built AI Agents on the boost.ai platform, starting with Nova in Norway in 2017 and extending to Sweden, Denmark and Finland in March 2021. It now has 12 AI Agents in production in local languages, including customer-facing versions of Nova and internal support bots for functions like HR and 2nd-line support.
Reported business value
The source reports 90%+ in-scope resolution rates across all customer-facing AI Agents, and Nova averaging over 220,000 conversations per month across the Nordics for private banking customers.
Sources
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