Leading Newspaper use advanced AI for customer support
Customer stories
11th of May 2022
A focus on customer experience, easy maintenance and autonomous teams, were key factors for choosing SupWiz AI.
As part of their digital transformation journey, Politiken, a leading Danish daily broadsheet newspaper, has decided to include SupWiz AI chatbot and live chat to their support channels.
Why SupWiz AI?
Kim Erleben from Politiken, and former Head of Politiken’s Customer Service with 15 years of experience in the role, explains how Politiken is a data-driven organization placing special focus on self-service. As such they needed to pick a solution that would meet this requirement while keeping a good customer experience.
Kim Erleben
Senior Business Developer at Politiken
“The most crucial factor was considering how much time we would need to spend on this project, during the setup as well as afterward. It was important having solutions with easy maintenance, not requiring a full-time trainer, but instead, having our support agents be autonomous in improving and maintaining them.
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Politiken has implemented SupChat and Chatbot. SupChat, a live chat with a layer of AI helps agents perform better by predicting and suggesting relevant responses, delivering real-time translations for faster and more consistent replies to customers.
Similarly, the chatbot will contribute to taking some of the load off the agents by solving simple tasks without human involvement, thus increasing self-service rates while maintaining a good user experience.
“I’m confident SupWiz’ solutions will positively impact our customer service results.”
A succesful Go-Live!
Politiken celebrated the succesful Go-Live of SupWiz’ Chatbot and SupChat. In that occasion a sweet delivery was handed to the employees of Politiken who embraced the achievement with positivity and excitement.
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About Politiken
Politiken is a leading Newspaper in Denmark, and is also part of JP/Politikens Hus, one of Denmark’s top media companies, which engages half of Denmark’s population every week.
Read more about Politiken here
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, among others, improving end-user and agent satisfaction and increasing efficiency. Thousands of agents across different industries use SupWiz's 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 in web hosting, logistics, media, utilities, among others. For example, NNIT, One.com, DSV, TV 2, and many more.
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