Case Study: DNB achieves 51% online chat automation with boost.ai's Aino virtual agent

How Norway’s Biggest Bank Automated 51% of Its Online Chat Traffic With AI

DNB, Scandinavia’s largest bank by market value, was struggling with an ever-increasing volume of website chat traffic and relied on temporary staff to handle thousands of routine conversations each day. To provide 24/7 support while freeing employees from repetitive queries, DNB partnered with boost.ai to develop Aino, a conversational AI virtual banking agent.

boost.ai implemented Aino as a first-line virtual agent, automating 51% of incoming online chat traffic within six months (updated to 55% in July 2019), handling several thousand interactions daily and over 500,000 conversations since launch. The boost.ai solution routes complex queries to human agents, reduced routine workload, created dedicated AI Trainer roles, and delivered measurable efficiency gains across DNB’s customer service channels.

DNB

Øyvind Brekke

EVP & Head of Digital Innovation