Case Study: The Norwegian Labour and Welfare Administration (NAV) delivers 24/7 access to social benefits and resolves 80% of inquiries with boost.ai

How the Norwegian government used conversational AI to help citizens access social benefits during COVID-19

The Norwegian Labour and Welfare Administration (NAV) faced a sudden, pandemic-driven surge in demand for social benefits information during Norway’s COVID-19 lockdown, with inquiries rising roughly 250% and citizens needing 24/7 access to clear guidance. To meet this challenge NAV deployed Frida, a virtual agent built on boost.ai’s no-code conversational AI platform, to help Norwegians navigate pensions, unemployment, sick leave and other benefits.

Using boost.ai’s platform, NAV rapidly launched and iteratively updated Frida with the help of a six-person AI trainer team, enabling remote management and zero downtime. Frida answered more than 270,000 inquiries, resolved about 80% of interactions without escalation, and handled a volume equivalent to 220 full‑time employees, significantly reducing pressure on NAV’s contact centers.

The Norwegian Labour and Welfare Administration

Jørn Torbergsen

Contact Center Director