Largest unemployment fund (AKA) offers extraordinary member service with live chat and chatbot
1th of December 2021
Largest unemployment fund in Denmark - Akademikernes A-kasse (AKA) - are using SupWiz’ live chat and chatbot to offer extraordinary service experiences to their members.
Increased accessibility, automation of tasks, as well as personalized service are just some of the things that the members of AKA can experience with SupWiz’ live chat and Chatbot. These solutions support AKA’s membership services, improving the experience for both members and employees.
AKA employees participating in the live chat- and chatbot project.
Members of AKA has for some time now been able to reach customer service through a live chat (SupChat) and Chatbot, with great success.
“The chat has a very high rating amongst our members. We have experienced a high demand and our members are very pleased with the new customer service opportunities and it’s broad spectrum.”
During the project AKA has learned valuable lessons about how to succeed in implementing the Chatbot:
“The key learnings from this project have been about the importance of anchoring the project strategically, and senior management involvement, such as prioritizing resources and developing employees’ competencies. These have been key in ensuring the success of the Chatbot-project”
Closer to the members
Through the SupWiz solutions AKA has been able to gain valuable insights, making it easier to get to know their members, their habits, and their needs. By building the Chatbot accordingly, it has been possible to give the Chatbot a personalized touch, improving the satisfaction among the members and employees.
AKA’s employees have embraced both the live chat and Chatbot with positivity and excitement. Through a good collaboration between AKA and SupWiz, along side many skilled people, the solutions were successfully introduced right before a peak time for inquiries and have since then supported and inspired AKA’s employees.
Read more about SupWiz chatbot at AKA’s website here.
“AKA has been very professional in their approach to digitalization, how it creates value, amplifies the level of service, as well as to how the interaction between technology and human work.”
About Akademikernes A-kasse
With 278.000 members and around 250 employees, AKA is the largest unemployment fund in Denmark. Besides offering financial security when a member becomes unemployed, AKA also offer coaching and guidance regarding members’ transitioning from student life to working life – stretching from when newly graduates is searching for their first job, to providing advice while in between jobs or considering becoming self-employed.
About SupWiz
SupWiz delivers a next generation AI platform for customer service and support. This includes chatbots, voice bots, email bots, ticket routing & automation, knowledge article matching, and much more.
The solution for example enhances existing systems such as Zendesk, Remedy and ServiceNow with advanced AI improving both customer and agent satisfaction. SupWiz’ AI platform is today used by thousands of agents benefiting millions of end-users and our customers include NNIT, One.com, DSV, Copenhagen Municipality, and many more.
In 2019 SupWiz was awarded the most prestigious innovation award by the Minister of Science and Higher Education for perhaps the world’s best chatbot.