Case Study: Varma saves 330 hours per month with JennyBot

85% Chatbot Automation Saves Customer Service Team 330 Hours per Month

The pension insurance company Varma sought to improve customer service efficiency and provide 24/7 support. Their challenge was to automate responses to frequently asked questions, which would free up their agents' time to handle more complex issues and extend their service hours. To address this, they turned to the vendor GetJenny and its chatbot platform.

GetJenny implemented an easy-to-use chatbot named Helmi, which was built to handle the complexities of the Finnish language. The solution achieved an 85% automation rate, deflecting the vast majority of conversations from human agents. This resulted in a time savings of 330 hours per month for Varma's team, allowing them to reallocate two agents to other roles, and increased chat opening hours by 400% with no loss in service quality.

Varma

Tiina Kurki

Senior Vice-President, Pension Services and IT