Case Study: Tryg achieves high automation and improved customer experience across Denmark, Norway and Sweden with boost.ai

How Tryg used conversational AI to improve customer experience and operational efficiency across three unique markets

Tryg, the second-largest non-life insurance company in the Nordics with over 4 million customers across Denmark, Norway and Sweden, faced the challenge of simplifying complex policy information and delivering a consistent, efficient customer experience while improving support-team productivity. Tryg partnered with boost.ai and used boost.ai’s no-code conversational AI platform to create virtual agents tailored to each market.

Using boost.ai, Tryg deployed three virtual agents — Mia (Norway), Rosa (Denmark) and Ebbe (Sweden) — to handle customer claims and product questions, assist employees, and rapidly roll out COVID-era support. Results include Mia covering 5,000 topics, automating 80% of cases and handling 200,000 conversations in 2020; Rosa answering 1,200+ topics for 750 employees daily with a 95% accuracy/automation rate and more monthly sessions than back‑office calls; and Ebbe launched in three weeks and expanded to full coverage with secure login and API-driven self‑service — measurable gains in customer satisfaction and operational efficiency delivered via boost.ai.

Tryg

Espen Opedal

Country Manager Norway & SVP Private Area