How AI agents transformed customer service
Growing support burden and frustrated customers
Average response time over 24 hours. Customers frustrated and switching to competitors.
Support team overworked. Difficult to find and train new staff.
70% of inquiries were the same basic questions, requiring agent time.
NPS dropped from 35 to 18. Negative feedback accumulated weekly.
AI agents on the front line
24/7 AI agent automatically handles repetitive questions and routes complex cases to humans.
AI understands and responds in Finnish, Swedish, and English without additional resources.
AI recognizes when a case requires human expertise and transfers with full context.
System learns from new cases and automatically improves over time.
How the AI agent handles customer inquiries
Via email, chat, or form. AI receives and analyzes the message immediately.
Identifies question type and urgency. Checks customer history and context.
AI responds directly with personalized solutions from existing patterns (70% of cases). Sends instructions, links, and solutions.
Complex case transferred to specialist (30%). All context and history included.
Customer satisfaction is measured. AI learns from new solutions. Reports for management.
Identified improvement areas are implemented. The system evolves from customer feedback.
Automated reports and dashboards. Real-time metrics and trends.
Measurable business improvements
Response time dropped from 24 hours to under 2 minutes for automated cases.
Repetitive questions handled completely automatically without human intervention.
Customer satisfaction rose from 18 to 50. Consistently positive feedback.
Customer service costs decreased significantly while service quality improved.
Same team handles triple the inquiries by focusing only on complex cases.
Customers get help around the clock without overtime or shift work.