customer_support · finance · workflow
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer traffic routed to Aino first
DNB routes all customer service traffic through the virtual agent first before customers are able to reach human support.
Tools used
boost.aiNLUAinoJuno
Outcome
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.
Results
Time saved2,500
Volume10,000+
Running sinceOctober 2018
Grounding & classification
Source type: vendor customer story
38 fields verified against source quotes, 1 dropped as unverifiable.
chatbotconversational aisupport agentchat transcriptknowledge basehuman review describedmetric backednamed customerproduction runtime claimedtools describedworkflow describedbankingautomation ratecustomer satisfactiondeflection rateemployee productivityvendor customer storycall center aicustomer supportautonomous resolutionescalation workflowintake to triage