NorwayFinance and insurance2018 – ongoing

SpareBank 1 Østlandet

Ida virtual agent with generative AI answers for customer inquiries

SpareBank 1 Østlandet's virtual agent Ida handles 28% of customer inquiries, boost.ai says

WorkingVendor case studyVendor ↗

Problem

The Norwegian bank serves more than 496,000 customers across banking, insurance and savings. Telephony still handled about 40% of inquiries, so it wanted more questions answered in digital channels.

Approach

The bank launched its first virtual agent with boost.ai in 2018. The agent, called Ida, answers questions on its website and passes customers to human advisors when needed. Generative AI answers were added on 1 December 2024 for questions outside Ida's predefined scope.

Results

more than 2.3 millioncustomer conversations handled by Ida since launch, per boost.aiVendor case study[1]

28%share of all customer inquiries routed through Ida, per boost.aiVendor case study[1]

41%automation rate, per boost.aiVendor case study[1]

about 10%share of conversations powered by generative AI, per boost.aiVendor case study[1]

Takeaway

Ida ran for years on predefined answers before generative AI was added. About 10% of conversations used generative answers by mid-2025.

Sources

How SpareBank 1 Østlandet is writing the playbook for GenAI adoption in banks
boost.ai10 Jun 2025Vendor publication

Source summaries

[1]boost.ai10 Jun 2025

boost.ai's customer story covers the bank's Ida virtual agent, launched in 2018. It reports more than 2.3 million conversations, 28% of customer inquiries routed through Ida and a 41% automation rate. About 10% of conversations used generative AI. The date is the page's last-updated date.

Full details are in the original sources.

Added 2 Nov 2026 · Updated 2 Nov 2026