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Title
Nordea rolls out 12 boost.ai conversational AI agents across four Nordic markets
…nting with different chatbot solutions, developed both externally and in-house. Nordea has 12 AI Agents across four Nordic markets on the boost.ai platform, assisting with customer-facing and internal support inquiries Nordea’s teams f…
Description
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.
…market receiving thousands of customer service requests daily. Founded in 1820, Nordea today serves over 9 million private customers and more than 500,000 active corporate customers across these four markets, res…
Company
Nordea
…olume, while looking to continue providing consistent and on-brand experiences. Such is the case for Nordea, the leading Nordic bank whose operations span Sweden, Denmark, Norway and Finland, with each market rec…
Industry
Financial Services
…olume, while looking to continue providing consistent and on-brand experiences. Such is the case for Nordea, the leading Nordic bank whose operations span Sweden, Denmark, Norway and Finland, with each market rec…
Problem
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.
…leading Nordic bank whose operations span Sweden, Denmark, Norway and Finland, with each market receiving thousands of customer service requests daily. Founded in 1820, Nordea today serves over 9 million private customers and more…
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.
…ention and care. The road to a unified, company-wide conversational AI strategy As of writing, Nordea currently has 12 AI Agents in production on the boost.ai platform, operating in each market’s local language (as well as English in some countrie…
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.
…dea's results at a glance... 12 language-agnostic AI Agents across four markets 90%+ in-scope resolution rates across all customer-facing AI Agents Nova outperformed previous in-house and external chatbot solutions In 2017, Nor…
AI capabilities
Conversational AI
Nordea Conversational AI Case Study | boost.ai boost.ai is joining Automation Anywhere. Read the full announcement…
Technology
boost.ai Conversational AI Platform
…nting with different chatbot solutions, developed both externally and in-house. Nordea has 12 AI Agents across four Nordic markets on the boost.ai platform, assisting with customer-facing and internal support inquiries Nordea’s teams f…
Headline outcome
…dea's results at a glance... 12 language-agnostic AI Agents across four markets 90%+ in-scope resolution rates across all customer-facing AI Agents Nova outperformed previous in-house and external chatbot solutions In 2017, Nor…
Use case type
Conversational assistant
…r year across three contact center locations staffed by approximately 150 FTEs. The AI Agent - named Nova - was realized as a mechanism to nudge customers towards the chat channel as the bank identified that its customer base preferred to interact with it thi…
