FinlandFinance and insurance2017 – ongoingNordea Bank
Nova conversational AI for banking customer service
Nordea said Nova handled approximately 50% of its Norwegian private-banking chats without an agent
Problem
Nordea needed to handle large volumes of routine banking questions while maintaining access to customer support.
Approach
Nordea Norway launched Nova on boost.ai in 2017. The bank subsequently adopted the platform across its other Nordic markets, launching their versions in March 2021. Nova answered banking questions and guided authenticated customers to self-service functions.
Results
Takeaway
The Norwegian completion figure covered private-banking conversations. It was separate from the vendor's resolution rate for questions within the bots' defined scope.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
The supplier described Nova's rollout across Nordea's Nordic markets. A Nordea representative said approximately 50% of Norwegian private-banking conversations needed no human agent. The supplier separately reported 12 production bots covering customer and internal support.
Full details are in the original sources.
