Case Study: YTK saves customer service time during COVID-19 with JennyBot

Yleinen työttömyyskassa (YTK) - Customer Case Study

The General Unemployment Fund (YTK), a major Finnish unemployment fund, faced a significant challenge in handling a high volume of recurring customer inquiries, especially during the COVID-19 pandemic which caused a 400% surge in chat conversations. They needed a way to provide immediate, 24/7 answers to simple questions to free up human advisors for more complex situations. To address this, YTK chose to implement a chatbot from the vendor JennyBot.

The solution was the JennyBot-powered chatbot Iiris, which was easily implemented and scaled rapidly during the crisis. The results were substantial: the bot handled 91% of all conversations, saving enough time to fully free up 1-2 customer advisors. By the end of May 2020, it had already processed 75,000 conversations, far exceeding the total for all of 2019, while simultaneously maintaining an 8.3/10 customer satisfaction rating. JennyBot provided an invaluable service by delivering immediate help to customers even when other channels were congested.

Yleinen työttömyyskassa (YTK)

Anne Rautu

Marketing Manager