Case Study: Nordic Public Sector & Healthcare achieves improved citizen self-service and streamlined services with boost.ai

How public sector and healthcare organizations in the Nordics are using conversational AI to improve quality of life for citizens

Public Sector and Healthcare Company faced the long-standing challenge of modernizing analogue citizen services and handling massive surges in enquiries—especially during the COVID-19 pandemic—while keeping service accessible 24/7. To solve this, they engaged boost.ai and its conversational AI platform to deploy virtual agents and chatbots across municipalities, healthcare providers and government agencies.

boost.ai implemented multi‑site virtual agents (e.g., Kommune‑Kari, Frida, Virtanen, Lina and a cross‑agency Virtual Agent Network) that automated large volumes of routine queries and connected agencies seamlessly. Results include Kommune‑Kari reaching 27 million people across 118 municipalities and exceeding 500,000 conversations per year in Norway (1M+ messages in 2020), NAV’s Frida answering ~270,000 pandemic enquiries and handling the work equivalent of ~220 FTEs at peak with an 80% resolution rate, Virtanen automating >50,000 interactions/month (67% success), and Lina automating ~85% of chats with >80% success—demonstrating measurable reductions in staff load, faster citizen access and sustained 24/7 service delivery by boost.ai.