Case Study: SpareBank 1 Østlandet achieves scalable, low-cost GenAI customer service with boost.ai

SpareBank 1 Østlandet handles 28% of inquiries with boost.ai

SpareBank 1 Østlandet, a leading Norwegian savings bank, faced growing pressure to meet customer expectations for digital service channels and to keep pace with competitors deploying chatbots. To address this challenge, the bank partnered with boost.ai to implement its conversational AI platform and create an AI agent named Ida.

The solution from boost.ai involved deploying a virtual agent that was later enhanced with Generative Action functionality, allowing it to handle a wide range of customer inquiries within a secure, pre-approved framework. This implementation by boost.ai delivered significant results: Ida now handles 28% of all customer inquiries with a 41% automation rate, has managed over 2.3 million conversations, and delivers service at a fraction of the cost of traditional channels, establishing it as the bank's second-largest and most efficient service channel.

SpareBank 1 Østlandet