Case Study: Fremtind Service blends AI to improve toll service operations with Genesys Cloud

Fremtind Service automates over half of chat inquiries with Genesys Cloud

Fremtind Service, a Norwegian government-owned toll road payment company, faced challenges in increasing service automation and efficiency while converting cloud and AI into tangible benefits. They partnered with vendor Genesys to implement the Genesys Cloud solution to address these needs and move from their previous on-premises system.

The solution implemented by Genesys provided an agile, cloud-based omnichannel platform with open APIs. Fremtind Service blended artificial intelligence into its service model, using a bot-first approach for customer interactions. This resulted in over half of all chat inquiries being solved automatically, a 30% savings on licensing costs, an 80% faster email response time, a 95% first call resolution rate, and a 5% rise in agent productivity.