Case Study: DNB automates 20% of customer service traffic with boost.ai

How DNB automated 20% of all customer service traffic with a ‘chat-first’ strategy

DNB, Scandinavia’s biggest bank by market value, needed a way to manage huge volumes of incoming customer chat traffic while reducing the burden on staff who were spending time on repetitive questions. To address this challenge, DNB partnered with boost.ai and its conversational AI platform to launch Aino, an AI chatbot banking agent designed to support customer service and internal use cases.

With boost.ai’s solution, DNB routed customer service traffic through Aino first, enabling the bank to automate more than 50% of incoming chat interactions within six months and about 20% of total customer service traffic across all channels. The chatbot handled over 10,000 fully automated daily interactions, reached a CSAT high of 68%, and helped DNB build a chat-first service model supported by dedicated AI trainers.

DNB

Øyvind Brekke

EVP & Head of Digital Innovation