Case Study: Visma achieves 37% self-served HR and payroll support with BotXO

Visma Enterprise implements an HR and Payroll chatbot that handles 37% of inbounds

Visma Enterprise, one of Denmark’s leading HR and payroll solution providers, needed a way to handle growing support demand, especially during year-end peaks when ticket volume rises sharply. To improve response times and provide 24/7 assistance, the company chose BotXO’s AI chatbot platform to support customers and employees with complex payroll-related questions.

Using BotXO, Visma launched a Danish-language chatbot that integrated with Zendesk and could hand off to human agents when needed. Built in about a month by a single trainee, the bot quickly became a first line of support: in less than four months it was involved in 910 chats, helped resolve 717, solved 37% of inquiries independently, and reached over a 50% response rate by April 2020.

Visma

Jesper Langberg Thomsen

Customer Care Manager