Boost.ai, the leading conversational AI platform, today announced that its internal virtual agent for DNB, a leading Nordic bank, has answered over 2 million inquiries in 2022, equating to assisting roughly 1,200 users daily.
The internal virtual agent, ‘Juno’, is just one of five virtual agents operating across customer and employee-facing use cases at DNB.
In March 2020, DNB launched the virtual agent Juno to assist its customer service agents and advisors in quickly and easily accessing the various routines they need to follow when assisting customers. The bot also enables agents to locate key information they need, accelerating their response times when dealing with an inquiry.
Juno uses the boost.ai platform’s filtering functionality, which allows a single virtual agent to provide answers across multiple business units without requiring each unit to have its own standalone bot. Filtering enables Juno to tailor its replies so that agents receive a unique, department-specific response instead of a generic one. Furthermore, the feedback function gave users the opportunity to directly feedback to the bot, which they did 16 times per day, thereby improving and enhancing functionality.
Juno can answer questions on more than 3,400 topics, with each further customised towards seven different areas within the bank, split between the Corporate Banking and Private Market. Of the 2.1 million questions in 2022, Juno was able to provide 83% with a valid answer, answering an average of 7 questions per user each day, with conversations lasting as long as 8 hours.
DNB has worked closely with conversational AI platform boost.ai over the past few years to help develop and launch its virtual agent suite. Previous results from DNB’s customer-facing virtual agent ‘Aino’ revealed 10,000+ fully automated daily customer interactions, 2,500 relevant topics covered from day one and an 8-week lead time to get the virtual agent up and running. Within just six months, Aino had begun automating over 50% of all incoming chat traffic and, to date, has interacted with over a million customers. As well as Aino and Juno, ‘Hugo’ assists employees with HR-related queries, and ‘Fix’ handles incoming inquiries to DNB’s IT service desk. Additionally, DNB also has a virtual agent named ‘Justina’ to assist employees with legal questions.
Jan Thomas Lerstein, Head of Emerging Technology at DNB, said. "With Juno, we have created a feature-rich conversational interface for our customer service agents, providing much more than just a traditional chat service," he said. "Juno has become an application of its own.”
Sanjeev Kumar, VP of EMEA at Boost.ai, commented, “DNB is one of many forward-thinking financial organisations that are reaping the benefits of embracing a conversational AI solution. DNB has shown that conversational AI transforms the customer and employee experience and provides exciting new opportunities for staff to focus their attention and ingenuity on more interesting tasks.
“These latest results highlight the scope of conversational AI’s abilities, the customer service results are clear to see, but now we have stats to show how transformative virtual agents can be for internal productivity too. Virtual agents can significantly streamline customer service from both the customer and employee side and become an indispensable digital colleague for internal employees.”