Nordic bank DNB automates chat traffic with Boost.ai virtual agents
Norwegian conversational AI firm Boost.ai has been selected by Nordic bank DNB, automating more than 50% of the bank’s chat traffic with its virtual agent Aino.
DNB adopts Boost.ai’s “intelligent virtual agent” Aino
By adopting “intelligent virtual agents” as the first line of support for customers the bank has seen an increase in customer satisfaction scores, while its employee-facing agent led to improved accuracy rates of 80%, it says.
DNB’s virtual agent Aino currently automates more than 20% of all customer service requests and to date has interacted with more than one million customers, the bank says.
Norway’s DNB also employs 15 AI trainers who work with its virtual agents and teaches them the best way to respond to customers and employees, and when to hand over enquiries to a human agent.
As a result, human agents are free to handle more complex work and leave the menial tasks to the virtual agents, boosting efficiencies.
Sanjeev Kumar, VP of EMEA at Boost.ai, says that DNB’s use of conversational AI means staff can focus their “attention and ingenuity on more interesting tasks”.
Jan Thomas Lerstein, SVP and head of IT emerging technologies at DNB, says AI is an “important part” of the bank’s digital strategy and the bank is now looking at voice APIs, “and how we can achieve higher levels of personalisation with this technology”.
In November, Boost.ai hired Jerry Haywood as its new CEO, effective 1 December 2022.
