3rd of April 2024
AI is transforming how citizens seek assistance for various tasks, such as health and taxes. Chatbots simplify the process, making it more accessible than ever, without compromising security.
In the public sector, particularly across the Nordic region, security and ethics are critical when using AI. As reported by TV2 the Danish financial authority's chatbot serves as an example of a successful balance of security and efficiency. During a critical period the chatbot handled 266,000 inquiries. This reflected a 63% increase from 2022, effectively managing the growing demand on written channels thanks to the chatbot.
LARGE FINANCIAL AUTHORITIES
Citizens rated Chatbot and live chat 4,4 out of 5 - sktst.dk
24/7 availability, task automation and personalized service
Chatbot rated as high as phone support
266.000 inquiries during peak period
“The chatbot is becoming increasingly popular, […] there's never a queue, and the chatbot is always available to answer questions, even on weekends, late at night, and even on New Year's Eve.”
- Deputy Director at finance authority, in article at ComputerWorld.
Danish citizen eHealth platform
≈6 million users
88% Chatbot automation rate
70% Emailbot automation rate
Few weeks implementation
Reduction in calls
Integration into TopDesk
Similarly, the Danish Health Authorities' e-health platform, sundhed.dk, integrated a SupWiz chatbot during the pandemic, reducing phone queries by 42% and handling 52% of all inquiries.
Today, chatbot and emailbots at Sundhed.dk assist citizens with diverse topics, offering instant answers, automatically categorizing emails, and directing inquiries to the appropriate employee when necessary.
“According to the deputy director at finance authority, satisfaction with the chat function is just as high as with telephone guidance.”
Uncompromised User Experience
Users feel comfortable asking chatbots even the simplest questions and appreciate the freedom to read documents at their own pace. Moreover, the chatbots respond in multiple languages and provide guides and videos, enhancing the user experience.
About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine, and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel, and many more, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz' AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g. Tax Authorities, Hospitals, Governmental units) and private organizations like DSV, NNIT, One.com, TV 2, and many more.
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