Case Study: Fjellinjen achieves 30% cost savings and faster, AI‑driven customer service with Genesys PureCloud

Fjellinjen blends AI with its service model to resolve issues faster

Fjellinjen, the public toll operator serving Oslo and Akershus, manages payments for 83 toll roads and hundreds of thousands of customer accounts. Facing high contact volumes and an on‑premises contact center that limited agility, the company sought a cloud and AI strategy to increase automation, reduce downtime and deliver faster, more predictable service.

By moving to the Genesys PureCloud platform and adopting a bot‑first, blended AI approach (including RPA for emails), Fjellinjen unified its service centers and consolidated channels. Results include more than half of chats solved automatically, 30% savings on licensing and support, email response times cut from five days to 24 hours, 95% first‑call resolution, a 5% rise in agent productivity and a notably more stable, analytics‑driven operation.

Fjellinjen

Trond Martinsen

Traffic Manager