Tryg deploys three conversational AI virtual agents across Norway, Denmark, and Sweden for customer and internal support
Insurance complexity left Tryg's customers with unanswered questions about policy wording and product information across three distinct markets, while the company also needed to improve the efficiency of its support staff handling high inbound query volume.
Mia automated 80% of customer cases with over 200,000 conversations in 2020; Rosa answered correctly in 95% of cases while logging more sessions than calls to the back office; and Ebbe was deployed to the Swedish market in just 3 weeks despite an original six-month timeline.
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Frequently asked questions
What did this team achieve with this AI workflow?
Mia automated 80% of customer cases with over 200,000 conversations in 2020; Rosa answered correctly in 95% of cases while logging more sessions than calls to the back office; and Ebbe was deployed to the Swedish mark…
What tools did this team use?
boost.ai, natural language understanding.
What results were reported?
Mia automation rate: 80%; Mia conversations in 2020: over 200,000; Mia topics covered: 5,000; Rosa accuracy rate: 95% (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer or employee initiates chat → Natural language processing of query → Autonomous resolution or escalation → API-driven self-service tasks → AI Trainers maintain knowledge base.