DNB selects Boost.ai to automate customer service traffic

By Gloria Methri

DNB, one of the leading Nordic banks, has turned to boost.ai to manage the high volume of chat traffic to its customer center. Boost.ai’s conversational AI solution enables DNB to adopt intelligent virtual agents as the first line of support for customers.

Within the first six months, DNB’s virtual agent, named Aino, was automating over 50% of all incoming chat traffic. The agent has so far interacted with over one million customers and automates over 20% of all customer service requests.

Embracing conversational AI technology has opened new opportunities for DNB employees too. The bank has employed 15 full-time AI Trainers dedicated to virtual agents on how best to respond to customers and when to hand over inquiries to a human agent.

The new enquiry platform directs customers to Aino in the first instance; if Aino cannot easily resolve the inquiry, it is handed to a human agent.

Sanjeev Kumar, VP of EMEA at Boost.ai, said, “DNB is one of many forward-thinking organisations that are reaping the benefits of embracing a conversational AI solution. DNB has shown that conversational AI transforms the customer experience and provides exciting new opportunities for staff to focus their attention and ingenuity on more interesting tasks and to become part of their organisation’s conversational AI journey.”

Jan Thomas Lerstein, SVP & Head of IT Emerging Technologies at DNB, said, “Artificial intelligence is an important part of our digital strategy. In leveraging AI, our aim is to revitalise our value chains, creating better service for our customers and, of course, value for the bank. This is just the start of our journey too. We are already looking at voice APIs and how we can achieve higher levels of personalisation with this technology, and we will continue to push the boundaries of what can be achieved with conversational AI.”