Case Study: Visma achieves 24/7 payroll support and 37% automated resolution with Certainly's AI chatbot

Visma Enterprise implements an HR and Payroll chatbot that handles 84% of inbounds

Visma Enterprise Denmark (Visma) needed to reduce long wait times and handle seasonal peaks in payroll support—ticket volume spikes about 30% at year‑end—while providing 24/7, accurate assistance that could be built and managed by their existing team. To achieve this, Visma selected Certainly’s AI chatbot solution to deliver an easy‑to‑use, conversational support channel integrated with their systems.

Certainly implemented a Zendesk‑integrated payroll chatbot that went from idea to live in about one month (built by a single trainee) and has operated as Visma’s first line of support since Nov 11, 2019. In under four months the bot participated in 1,910 chats (over 42% of conversations), independently solved 37% of inquiries (717 chats) with another 537 co‑handled with agents, and achieved a response rate above 50%, providing 24/7 relief to human agents and faster customer resolution.

Visma

Jesper Langberg Thomsen

Customer Care Manager