Case Study: SpareBank 1 SR‑Bank achieves 149% customer support capacity increase with boost.ai's Banki conversational AI

How Conversational AI is Pioneering the Digitization of Banks in the Nordics

SpareBank1 SR-Bank partnered with boost.ai to expand digital banking capabilities and cut the growing costs of customer service. boost.ai built Banki, a conversational AI virtual agent, to handle routine inquiries, improve response times, and enable the bank to pursue a “chat-first” strategy across B2C and B2B channels.

boost.ai’s Banki now automates a large share of support traffic—about 42% of total B2C/B2B requests—handling over 23,000 conversations per month (equivalent to roughly 20–31 FTE) and increasing service capacity by around 150–175%. The solution reduced error-related enquiries by 24%, resolved about 80% of questions without human help, and proved resilient during outages, demonstrating clear ROI and allowing SpareBank1 SR-Bank staff to focus on higher-value work.

SpareBank1 SR-Bank

Ramtin Matin

Lead Technological Strategist