Case Study: Fonecta improves agent experience and automation with Ultimate.ai

How Fonecta improved agent experience with automation

Fonecta, a Finnish digital marketing services provider, wanted to improve both customer and employee experience by reducing repetitive support work for its highly qualified agents. Instead of automating email, Fonecta worked with Ultimate.ai to launch a new AI-first chat channel, integrated with its existing Giosg live chat software.

Using Ultimate.ai’s automation and suggested-response capabilities, Fonecta quickly scaled chat support and moved routine cases to self-service. Within four months, chat volume doubled from 600 to 1,200 conversations per month, automation reached 60% by month three, and the solution is saving an estimated 2,000 hours of agent effort each year, while allowing agents to focus on higher-value interactions.

Fonecta

Hanna-Mari Määttänen

Product Owner