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FTFa experienced great results with

SupWiz Chatbot

 
Lykke Holmkvist,  Vice President at FTFa

Lykke Holmkvist,
Vice President at FTFa

 

“The chatbot project with SupWiz has been smooth and very punctual. After seeing positive results from the test period, we decided to expand the chatbot project to other business areas as well as the initial one.


 
About FTFa   FTFa is one of Denmark’s largest unemployment funds. FTFa’s mission is to help its many members finding the right job through focused efforts and a diverse offering of services and assistance. FTFa works together with more than 58 different organizations to achieve an intimate knowledge of its members and the challenges they face. FTFa also offers unemployment benefits.

About FTFa

FTFa is one of Denmark’s largest unemployment funds. FTFa’s mission is to help its many members finding the right job through focused efforts and a diverse offering of services and assistance. FTFa works together with more than 58 different organizations to achieve an intimate knowledge of its members and the challenges they face. FTFa also offers unemployment benefits.

 
 

The challenge

With more than 140,000 members, FTFa wants to offer them the best possible member service with focus on availability and high quality – particularly in peak periods. FTFa was looking for an AI solution to help with:  

  • High volume of inquiries with repetitive questions during peak periods.

  • Members expecting 24/7 support with less waiting time.

  • Need for consistency across channels

The SOLUTION

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SupWiz uses an advanced AI technology that has a huge potential in different customer channels. FTFa chose SupWiz Chatbot solution to:

  • Improve member service via chat

  • Integrate with their Zendesk Chat solution

  • Perform lookups and actions by integrating with member database with human involvement

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RESULTS

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Today SupWiz Chatbot automates FTFa’s member inquiries with extremely high satisfaction and precision during periods of high volume by:

  • Eliminating wait time for members

  • Integrating fully with current workflow combining AI and Human support

  • High member and service agent satisfaction

  • Automating lookups in member databases e.g. chatbot determines membership status and acts accordingly without human involvement.

 
We are looking forward to continue the great collaboration with SupWiz and excited to see how SupWiz can create more value for our organization
— Lykkke Holmkvist, Vice President at FTFa
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Chatbot in your company 

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