Nordic Bank Nordea Employs Conversational AI to Scale Customer Service Across Four Markets

Nordea, a leading Nordic bank, was facing a significant challenge in managing the growing volume of customer service requests across its operations in Sweden, Denmark, Norway, and Finland. The bank, which serves over 9 million private customers and more than 500,000 active corporate customers, was receiving thousands of customer service requests daily through various channels including in-person, phone, email, and both live and automated chat. In 2017, Nordea’s Norwegian operation was receiving upwards of 2 million contacts per year across three contact center locations staffed by approximately 150 FTEs. The bank needed a scalable solution to manage this volume while providing consistent and on-brand experiences. They also identified a preference among their customer base to interact via chat, which had the advantage of handling multiple inquiries simultaneously.

Nordea is a leading Nordic bank with operations spanning Sweden, Denmark, Norway, and Finland. Founded in 1820, the bank serves over 9 million private customers and more than 500,000 active corporate customers across these four markets. Nordea offers a varied channel mix of customer service touchpoints via in-person, phone, email, and both live and automated chat. The bank was receiving thousands of customer service requests daily, and in 2017, Nordea’s Norwegian operation alone was receiving upwards of 2 million contacts per year across three contact center locations staffed by approximately 150 FTEs.