Case Study: Vastra Gotalandsregionen rapidly informed citizens during COVID-19 with boost.ai virtual agent

How conversational AI helped Swedish citizens stay updated and informed during the pandemic

Vastra Gotalandsregionen, Sweden’s second-largest region, faced a surge of COVID-19 questions that caused long waits and heavy strain on its contact center. To rapidly provide accurate, up-to-date public-health information, the region turned to boost.ai and its conversational AI platform to build a virtual agent to answer coronavirus queries.

Using boost.ai’s platform (with partner Atea), the team built and launched the COVID-19 bot in six days, enabling 24/7 access to verified guidance, freeing human agents for more complex calls, and automating about 800 conversations per day. The no-code interface let medical staff update content without developers, and the solution’s success led Vastra Gotalandsregionen to expand the virtual agent’s scope beyond COVID information.

Vastra Gotalandsregionen

Hans van den Brink

Innovation Manager