Case Study: Elisa achieves 45% inbound contact handling and 20% fully automated resolutions with MindTitan's AI chatbot Annika

Improving Telecom Customer Experience Through Machine Learning

Elisa, a leading Northern European telecommunications and entertainment company serving thousands of customers, needed to scale customer service, shorten response times and break down silos between product management and support as contact complexity and volume grew (~100,000 incoming contacts/month across 500 agents). To meet these challenges they partnered with MindTitan to develop Annika, an AI-based chatbot and voice-assist roadmap to automate routine inquiries and give product managers control over solution flows.

MindTitan provided AI models and partnered with Elisa on implementation, launching Annika in 2018; the chatbot now handles 45% of inbound contacts, achieves 42% first-contact resolution (about 20% of all inbound contacts fully automated), and delivers a Transactional Recommendation Score (NPS) above 30. By 2020 Annika had solved 18,000 contacts across 70 topics, served 300,000+ clients, helped replace the IVR with smarter routing (>90% routing accuracy) and saved the company more than half a year of net time, freeing agents for higher-value work and enabling a cross-channel knowledge base.

Elisa

Mailis Ploomann

Head of Telecom Services