Case Study: KEHA-keskus reduces customer service workload with Tietoevry Create’s virtual assistants

KEHA-keskus - Customer Case Study

KEHA-keskus, the national development and administration centre for Finnish Employment and Economic Development (TE) offices and Centres for Economic Development, Transport and the Environment (ELY), faced a challenge with its customer service. Its information was siloed across six separate and overlapping chatbots, making it difficult for users to find answers. The organization also struggled with the inefficient, dispersed maintenance of these chatbots on different platforms. To address this, they partnered with Tietoevry and its Tietoevry Create team, seeking to utilize their Conversational AI Virtual Assistant service.

Tietoevry implemented a solution using Boost.ai technology, replacing the six outdated chatbots with two new AI-based Virtual Assistants. These assistants, designed for job seekers and ELY centre clients, provide comprehensive and user-friendly assistance. The project, which required no coding, significantly reduced the workload for customer service staff by handling frequent queries. Tietoevry's solution is easy for the client's own experts to administer and update, and it provides 24/7 assistance, establishing KEHA-keskus as a pioneer in the use of virtual assistants within the public sector.

KEHA-keskus

Birgit Vepsäläinen

Special Expert