Case Study: Finnish Immigration Service achieves doubled virtual‑agent traffic and 75% answer rate with boost.ai

How the Finnish Immigration Service doubled virtual agent traffic with one simple integration

The Finnish Immigration Service (Maahanmuuttovirasto, Migri) faced sustained high customer‑service demand—its phone line was initially answering only about 20% of incoming calls—and needed a scalable way to handle routine immigration queries and let applicants track case status. To meet that need, Migri launched the virtual agent Kamu on the boost.ai platform (developed with Accenture Finland) to provide 24/7 self‑service and reduce pressure on human agents.

Using boost.ai, Migri integrated Kamu with its backend via a JSON component so users can check application queue position in‑chat and seamlessly transfer to live agents when needed. The boost.ai‑powered solution doubled virtual agent traffic within one week of going live, helped raise the contact center’s answer rate to around 75%, and delivered faster, scalable handling of routine queries—freeing staff to focus on complex cases and improving the overall customer experience.

Finnish Immigration Service

Arto Airaksinen

Project Manager