Case Study: Nordea scales customer service with conversational AI from boost.ai

Nordic banking leader employs comprehensive conversational AI strategy to scale customer service across four markets

Nordea, the leading Nordic bank serving more than 9 million private customers across Sweden, Denmark, Norway and Finland, needed a scalable way to manage growing customer service demand while maintaining consistent, on-brand experiences. To help meet this challenge, Nordea partnered with boost.ai and used its conversational AI platform to build and run AI-powered agents, including its flagship chatbot Nova.

With boost.ai, Nordea rolled out 12 language-agnostic AI Agents across four markets, spanning customer service and internal support use cases. The result was stronger self-service and automation at scale, with in-scope resolution rates above 90% across customer-facing agents, including 95% in Finland and 91% in Sweden for private banking; Nova also handles around 220,000 conversations per month across the Nordics and outperformed previous in-house and external chatbot solutions.

Nordea

Mattias Fras

Group Head of AI Strategy & Acceleration