Oslo, Norway, Feb 25, 2020 - Nordic region's insurance company, If, has adopted artificial intelligence in combination with its existing solution from the contact center supplier Puzzel. The new agreement covers If's contact centers in four countries.
Puzzel, a provider of cloud-based contact center solutions, offers, among other things, artificial intelligence (AI) to deliver solutions. One such solution the chat bot, Ruby. A chat bot is software that simulates human dialogue using artificial intelligence.
In the summer of 2017, If switched to a cloud contact center in the Nordics with the help of Puzzel.
Kjell Rune Tveita, CIO and Head of Group Services at If, said: "We chose Puzzel because the chat bot solution from Boost.ai offers the ability to build advanced automated services. The solution is smooth and easy to implement, which is a good example of Puzzel’s flexible and innovative solutions. That is why we decided to collaborate with Puzzel from the beginning when we transferred our entire contact center to the cloud a couple of years ago. We could see that automated services are becoming increasingly popular with customers and our ambition is always to meet the customers where the customers want to be, no matter what channel they choose to communicate with us. The chat bot will be a great addition to our contact centers throughout the Nordic region, and thanks to the flexibility of Puzzel we can grow in the future and gain more customer and business value."
Gunnar Aasen, CCO, Puzzel AS continued: "Puzzel’s business strategy has always been to offer contact center solutions to customers by building partnerships with those who can offer the most innovative components. For the new solution with If, Puzzel is working with Boost.ai. From our previous experience we know that the insurance company is very innovative. Together we saw that the potential for AI is huge and it is exciting that Puzzel has now started one of our largest chat bot rollouts in the Nordic countries."
Gunnar Aasen concluded: "Meeting the customer on the customer's terms may sound like a cliché, but it has never been more true than now. When you are interested in a service or product, you do not want to wait. It should be easy to order and easy to understand. Virtual agents are quickly gaining in importance. Within about four weeks, a contact center can train its company-specific virtual agents so that they can answer the most frequent questions and explain even more complex things. The fact that the Nordic region's largest insurance company is now building its service with Boost.ai as part of a Puzzel solution shows that AI has become an important success factor in keeping customers satisfied."
Posted by Veronica Silva Cusi, news correspondent
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Wednesday, February 26, 2020
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