Case Study: Krifa handles 48% of conversations online with BotXO

krifa's Chatbot Handles 48% of all Conversations online

Krifa, one of Denmark’s largest trade unions, needed a way to support its 200,000 members more efficiently, extend service beyond opening hours, and reduce pressure on its customer service team. To explore whether chatbots could add real value, Krifa worked with BotXO to launch a proof-of-concept chatbot for targeted member support, then expanded the initiative across web and Messenger.

BotXO helped Krifa build a new, NLU-powered chatbot with centralized content, clearer topic categories, and human handover for cases the bot couldn’t resolve. The latest version improved the customer journey and quickly showed strong adoption: in its first 1.5 months it reached 1,500 users and nearly 3,000 visitors, and Krifa says the bot now handles 48% of all conversations, with a goal of 75%.

Krifa

Benjamin Damsgaard

Digital Consultant