Case Study: Elisa achieves 70% inbound contact handling with MindTitan's AI chatbot

Elisa handles 70% of inbound contacts with MindTitan

a major northern european telecommunications company, Elisa, faced challenges in meeting instant customer service expectations, handling high contact volumes, and ensuring information accuracy across departments. They partnered with vendor MindTitan to address these issues with an AI-based chatbot solution.

MindTitan implemented the Annika chatbot, which uses solution flows managed by product managers to fully resolve customer inquiries. The solution handles up to 70% of inbound contacts, with 42% fully resolved automatically. It achieved an NPS above 30 and saved the company nearly a year of net time by serving over 560,000 clients.

Elisa