Case Study: SEB achieves faster 24/7 IT and customer support with Amelia

SEB - Customer Case Study

SEB, a leading Nordic retail bank, needed a faster way to resolve employee IT issues and improve customer support experiences. In 2016, the bank also wanted to reduce the burden of repetitive, low-level tasks on staff and create a more customer-friendly support channel. Amelia, through its AI assistant Aida, was selected to help address both internal and external service challenges.

Amelia deployed Aida first for internal IT helpdesk support and later for external customer service in Swedish, enabling 24/7/365 assistance for employees and customers. Aida now supports 15,000 employees and handles about 300 customer inquiries per day, with 93% intent recognition accuracy and 91% of users rating the experience as “very good” or “good.” Amelia’s solution helped SEB streamline support, escalate seamlessly to humans when needed, and expand into new use cases such as HR questions and life insurance research.

SEB