Case Study: A-lehdet achieves 86% chatbot automation with JennyBot

Media Conglomerate Hits 86% Automation in Customer Service with Self-Service Robotic Process Automation

A-lehdet, a Finnish media conglomerate, sought to reduce the burden on its human customer service agents and offer 24/7 self-service for customers to manage their magazine subscriptions. They partnered with the vendor GetJenny and implemented its chatbot service, named Aaro, to automate frequent customer queries.

GetJenny's solution was delivered in two phases, first automating common questions and then implementing a robotic process automation (RPA) integration with A-lehdet's CRM to enable secure self-service subscription management. The results were significant, with the chatbot deflecting 86% of customer queries, tripling chat engagement, and providing an extra 522 hours of 24/7 service availability each month.

A-lehdet

Marko Lehtokangas

Customer Service Manager