Case Study: HOAS improves customer satisfaction with JennyBot

How chatbot Helmi is helping to improve the overall customer satisfaction score in cooperation with the customer service team

The customer, HOAS (Foundation for Student Housing in the Helsinki Region), faced challenges in managing the increasing volume of incoming live chat conversations on its website. Their customer service team struggled to provide sufficient coverage, especially during peak times for students, and sought a new way to guide clients to self-serve using existing website content. They partnered with the vendor, JennyBot.

JennyBot implemented its chatbot solution, named Helmi, which was integrated into HOAS's existing customer service chat. The solution successfully offloaded questions from human agents, and within months of its launch in April 2018, HOAS saw its overall customer service satisfaction score improve from 4.11 to 4.26 on a 5-point scale. The success of the Finnish-speaking Helmi later led to the introduction of an English version.

HOAS

Riitta Pulkka

Customer Relations Director