Chatbot: Scale up Support Quickly and Effortlessly
10th of November 2022
In the race against time Danish health authorities Sundhed.dk implemented a chatbot in just a few weeks. It runs 24/7, with an 88% automation rate offloading the human agents.
During the corona pandemic, the Danish eHealth platform experienced a massive increase in inquiries from Danish citizens – who needed support during this daunting time.
By implementing a Chatbot, Sundhed.dk aimed to achieve two goals; In the short term to solve the urgent need for support, and in the long term to create a tool for better service for all citizens.
Danish citizen eHealth platform
≈6 million users
88% Chatbot automation rate
Few weeks implementation
Reduction in calls
Chatbot easily updated
Integration into TopDesk
“Today, sundhed.dk has the most effective and professional user support in the healthcare system”.
- Sundhed.dk presentation at largest eHealth conference in the Nordics.
Fast implementation and maintenance
Even with limited resources, Sundhed.dk together with SupWiz implemented the chatbot within a really short time. However, as the pandemic escalated, it was critical to keep the chatbot updated due to constant changes in regulations, and the citizens’ need for new information.
Thanks to the chatbot’s data insights in real-time, Sundhed.dk was able to categorize and cluster incoming inquiries, gather the most common questions and new topics, and prioritize relevant answers, all while requiring minimal resources on maintenance.
Traffic on sundhed.dk - Unique Citizens log-in
From calls to automated chats
To handle the increasing amount of inquiries from citizens, sundhed.dk implemented SupWiz Chatbot - moving away the requests from calls to chat. From May 2021 to December 2021 the number of inquiries by phone was reduced by 42%, while the chatbot took over 52% of all inquiries - also taking a considerable load of agents.
After introducing the SupWiz Chatbot, Sundhed.dk received thousands of chats, and today it handles the majority of incoming inquiries - not just corona-related questions but also more general health-related ones. Always making sure to help the Danish citizens with availability and faster replies.
Listen to former Head of User Support at sundhed.dk, Claus Duedal Pedersen, speaking about their digital journey in the video above.
Read more about sundhed.dk’s digital journey during the corona crisis here.
Exemplary use-case at top conference
In front of hundreds of service experts, former Head of User Support, Claus Duedal Pedersen, and Operations Coordinator, Louise Thomsen, from sundhed.dk presented their digital journey during the corona crisis together with SupWiz CEO, Stephen Alstrup.
Sundhed.dk’s use case was selected as an outstanding example of achieving quality and agility in support. It was chosen as the keynote presentation in one of Denmark’s largest customer service events within the private sector, but also in conferences for the public sector and health, both domestically and internationally.
Read more about one of the events and the presentation here.
About sundhed.dk
Sundhed.dk is the official portal for the public Danish Healthcare Services and enables citizens and healthcare professionals to find information and communicate. The portal facilitates patient-centered digital services that provide access to and information about the Danish healthcare services.
Behind sundhed.dk are the regions, municipalities, and the Ministry of Health. Sundhed.dk has a board of directors and a steering committee. Sundhed.dk's secretariat is responsible for the development, maintenance, and operation of the portal and associated apps.
About SupWiz
SupWiz is an award-winning SaaS, delivering next-generation AI solutions to improve end-user service and support processes. Our omnichannel and modular solutions include chatbots, voicebots, emailbots, ticket classification & routing, real-time AI assistance for agents, knowledge search engine and more.
The solutions enhance existing support systems such as Zendesk, ServiceNow, TopDesk, Puzzel and many more, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz' AI solutions, benefiting millions of end-users in multiple languages. Our customers include several large public institutions (e.g. Tax Authorities, Hospitals, Governmental units) and private organizations like DSV, NNIT, One.com, TV 2 and many more.
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