Case Study: Tryg achieves 97% automation of internal chat queries with boost.ai

How the largest insurance company in the Nordics successfully resolves 97% of all internal chat queries

Tryg, the largest insurance company in the Nordics, faced significant internal complexity from thousands of policies, rules and siloed teams that slowed customer service. To streamline operations, Tryg partnered with boost.ai and deployed Rosa, a conversational-AI virtual agent, to give support staff instant access to the company’s knowledge base.

boost.ai’s Rosa was implemented as an internal assistant that agents consult during customer interactions, and it now successfully resolves 97% of internal chat queries. The solution has drastically reduced calls to back-office teams, increased frontline capacity to close more cases faster, improved consistency and onboarding, and is being expanded to act on behalf of agents and eventually handle customer-facing tasks.

Tryg

Eivin Joensen

AI Supervisor