{"slug":"nordea-s-nova-chatbot-usage-doubles-in-two-years","url":"https://findausecase.com/use-cases/nordea-s-nova-chatbot-usage-doubles-in-two-years","title":"Nordea's Nova chatbot usage doubles in two years","description":"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.","company":"Nordea","industry":"Financial Services","aiCapabilities":["Conversational AI"],"technology":["Nova (Nordea Virtual Agent)"],"deployment":"Unknown","problemStatement":"Customers needed a faster, more accessible way to get answers to banking-related questions than waiting on the phone or for an advisor. In 2017, chatbots reached no more than 2.5 percent of the population; the challenge was to scale and improve chatbot quality and its ability to understand a wide range of customer questions.","solutionApproach":"Nordea's chatbot Nova (Nordea Virtual Agent), in service since 2017, uses \"deep links\" that guide customers directly to a feature rather than providing lengthy text instructions -- for example, showing all of a customer's cards and taking them directly to the \"see my PIN code\" feature after they ask about a forgotten PIN. AI Trainers add at least 20 different phrasings per intent, plus at least 10 quirky/tricky variations, and Nordea does an annual deep dive into conversations with Nova to keep improving her understanding based on customer feedback.","businessValue":"Nova is expected to handle close to seven million customer chat sessions in 2024, a 100% increase over two years, and answers simple questions in two seconds with no waiting on the phone, freeing advisors to focus on more complex matters.","evidence":{"band":"high"},"sourceUrl":"https://www.nordea.com/en/news/our-customers-have-doubled-their-use-of-our-chatbot-in-two-years","dates":{"publishedAt":"2026-08-16T00:04:41.534Z","publishedAtSource":"ledger","updatedAt":"2026-08-18T10:29:37.176Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/nordea-s-nova-chatbot-usage-doubles-in-two-years. Bulk republication requires permission."}