Case Study: Terveystalo speeds up customer service with Nero AI from Futurice

Terveystalo cuts customer service search time to 20–40 seconds with Futurice

Terveystalo, Finland's largest private healthcare provider, faced a significant challenge as its customer service agents handled approximately 2.5 million calls annually. Agents had to navigate dozens of disparate systems to find reliable, up-to-date information on contracts, locations, and experts, a process that was time-consuming and relied heavily on implicit employee expertise. This complexity slowed down service and extended training times for new staff. Partnering with vendor Futurice, Terveystalo sought a solution to achieve fast, reliable search speeds even under high user volume.

Futurice developed and implemented the Nero AI search tool, an AI-powered solution that consolidates information from various sources into a single, user-friendly platform. The tool uses natural language processing to understand context and allows agents to retrieve data from multiple systems simultaneously with a single query. The solution significantly streamlined customer service work. Preliminary measurements show the time spent on information retrieval dropped from one minute to just 20-40 seconds, noticeably shortening call durations. Futurice delivered a solution that is projected to pay for itself within its first year of operation while boosting both customer and employee satisfaction.

Terveystalo