Case Study: Íslandsbanki achieves 50% chat automation in 6 months with boost.ai

Íslandsbanki automates 50% of all chat traffic in just 6 months

Íslandsbanki, one of Iceland’s major banks, wanted to make banking more digital and less branch-heavy while reducing pressure on its contact center as online chat demand grew. To address this, the bank worked with boost.ai to introduce an AI-powered virtual agent, Fróði, built on the boost.ai platform for customer self-service and chat automation.

boost.ai helped Íslandsbanki launch Fróði after a two-day proof-of-concept and a fast rollout using its banking-specific conversational AI tools and no-code builder. Within six months, the virtual agent was automating about 50% of all online chat traffic, resolving 97% of conversations successfully, and earning 85–90% positive customer feedback, while still handing off seamlessly to human agents when needed.

Íslandsbanki

Logi Karlsson

Executive Director