Case Study: Försäkringskassan achieves more efficient customer service with Artificial Solutions

Försäkringskassan - Customer Case Study

Försäkringskassan, Sweden’s social insurance agency, faced a flood of calls and emails from citizens needing help with e-ID and other routine social insurance questions. Together with Artificial Solutions, it deployed the virtual assistant Hanna to handle online inquiries and reduce pressure on the contact center.

Artificial Solutions expanded and improved Hanna so she could understand and answer 96% of questions, handle follow-up queries, guide users through forms, and suggest related answers. The results were significant: Hanna now answers 2.7 million questions a year on her own, helping 700 contact center employees manage 7 million issues annually, reducing rejected child benefit forms from about 25%, and lowering the volume of simple questions reaching staff.

Försäkringskassan

Lena Glennert

Director of Marketing