DNB automates over 50% of chat traffic with boost.ai virtual banking agent Aino
DNB faced an ever-increasing volume of incoming chat traffic requiring part-time temporary workers, with no scalable way to free staff from repetitive work while providing always-available customer support.
Within six months, Aino automated over 50% of all incoming chat traffic and has since interacted with over a million customers.
CSAT scores hit an all-time high of 68% in Q3 2020. By 2021, chat automation reached 55% of all chat traffic.
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Frequently asked questions
What did this team achieve with this AI workflow?
Within six months, Aino automated over 50% of all incoming chat traffic and has since interacted with over a million customers.
What tools did this team use?
boost.ai, NLU, Aino, Juno.
What results were reported?
Relevant topics covered from day one: 2,500; Time to production-ready virtual agent: 8 weeks; Fully-automated daily customer interactions: 10,000+; Incoming chat traffic automated in 6 months: over 50% (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer traffic routed to Aino first → NLU identifies and resolves queries → Complex queries routed to humans → AI Trainers improve bot responses.