Landkreditt customer service department reduces response time for customers significantly.
Landkreditt Group is a robust medium-sized Norwegian financial group that offers products within banking, mutual funds, insurance, and real estate. The combined agricultural and banking expertise has created a strong position for Landkreditt, both in business and with farmers. Landkreditt Bank has a strong customer portfolio in the retail market.
With a widespread customer base, Landkreditt Bank AS is a digital bank where customers place their inquiries via the internet. This leads to a huge volume of customer inquiries through webforms. Simplifai was engaged with a need to automate Landkreditt Bank’s email handling for more efficient inquiry processing. Simplifai Digital Employee solution was the right fit to streamline the customer service for Landkreditt.
The goals
The main objective for the new solution is to automate Landkreditt Bank’s email handling and make it simple to add new web forms in the future. The main goals are to increase work efficiency and to free up time for better customer care.
Increase work efficiency
Free up time for better customer care
The challenge
Landkreditt Bank receives a great amount of customer inquiries from their website and via emails. The bank has a solution for handling inquiries coming from web forms but need to process most incoming emails manually. Each customer inquiry needs to be registered in CRM as a case or a potential lead.
Manual and time-consuming tasks
200
Employees
25
Customer support advisors
8
Customer support agents
The AI solution
Landkreditt Bank uses an AI-powered Digital Employee and the module Emailbot. The Digital Employee identifies and handles different types of customer inquiries like loan applications, applications for new accounts, cards from children, savings and bankID, and identifies information like name, date of birth, and account numbers. It validates information where possible.
The Digital Employee uses APIs to connect to third party systems like Microsoft Dynamics 365. It creates a customer profile in CRM using the information provided and offers products and services to the customer if relevant. It reports status to SMEs on a regular basis.
The AI solution
Landkreditt Bank uses an AI-powered Digital Employee and the module Emailbot. The Digital Employee identifies and handles different types of customer inquiries like loan applications, applications for new accounts, cards from children, savings and bankID, and identifies information like name, date of birth, and account numbers. It validates information where possible.
The Digital Employee uses APIs to connect to third party systems like Microsoft Dynamics 365. It creates a customer profile in CRM using the information provided and offers products and services to the customer if relevant. It reports status to SMEs on a regular basis.
The key benefits
The Digital Employee supports customer service agents by taking care of tedious and time-consuming tasks. It increases work efficiency in the customer service department and reduces response time for customers significantly. Landkreditt can fully control the solution to make it handle new web forms and email types. In addition, Landkreditt has expanded the functionality in their Case Handling software and can enrich it with more useful data.
- Increased efficiency
- Reduced response time
- Customer satisfaction
Download the Landkreditt Case Study
Download the Landkreditt Case Study
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