Case Study: Statens Vegvesen boosts online public service with Artificial Solutions

IDA Drives Norway s Motorists Online

Statens Vegvesen, the Norwegian Public Roads Administration, was dealing with a growing volume of calls and limited opening hours, making it difficult to handle routine public enquiries efficiently. To ease pressure on staff at its 72 Traffic Stations, the agency partnered with **Artificial Solutions** to pilot a virtual assistant called IDA using the **Teneo Virtual Assistant** platform, starting with vehicle registrations and other common questions.

**Artificial Solutions** helped Statens Vegvesen implement IDA in-house, supported by native Norwegian-speaking staff and guidance throughout the project. The virtual assistant proved highly effective: in 2010 it handled 235,230 dialogs and answered over 563,000 questions, later taking on the work of about seven advisors. It also cut the estimated cost per query from 80 NOK in person to just 4 NOK online, while staff now spend only half a day per month keeping its knowledge updated.

Statens Vegvesen

Trude Gjerstad Strand

Project Leader and Senior Advisor