Case Study: Finnkino reduces chat queue times with JennyBot

Cinema Chain Finnkino Brings Personal Customer Service Online in 2020 with Chatbots

Finnkino, a major cinema chain in Finland, faced the challenge of managing high volumes of simple customer inquiries through its live chat. This high volume prevented their human agents from having enough time to focus on more complex customer issues that required personalized support. To address this, Finnkino decided to implement JennyBot, an AI chatbot from GetJenny, to work alongside their existing Ninchat live chat service.

The solution, implemented by vendor GetJenny, successfully integrated with Finnkino's live chat. The JennyBot chatbot automated responses to common questions, which resulted in a 65% reduction in the average live chat queue length and a 62% decrease in the conversation load on human agents. This gave Finnkino's team the time to handle more complex inquiries and ensured continuous customer support, especially during cinema closures.

Finnkino

Saara Porkka

Guest Services Manager