Speeding up our customer response time with AI

Mervi Sepp (Feelingstream), Anna Metsäranta (Nordea Digital Banking) and Terje Ennomäe (Feelingstream)
06-07-17 9:12 | About Nordea

We’re taking customer service to the next level through artificial intelligence.  By partnering with Estonian startup Feelingstream, Nordea will be able to respond more quickly to customers. The software developed by Feelingstream uses AI to automatically analyse text, opening up new opportunities for improving our customer service.

Feelingstream’s AI solution analyses and categorises messages sent by customers so that they can be forwarded automatically to the right person or unit in Nordea for further processing, allowing us to respond more quickly to queries from our customers. The software can analyse hundreds of messages per second, opening up a broad range of applications.

“We are really excited about this cooperation, and we have high expectations. We want to help Nordea and its customers, hopefully in every Nordic country eventually,” says Terje Ennomäe, the founder of Feelingstream. 

Feelingstream’s solution will first be released in Finland and will then be introduced in the other Nordic countries. 

“We are constantly improving the availability of our services to allow customers to access the solutions they need as smoothly as possible. Nordea is the only bank in Finland to offer banking services around the clock, every day of the year,” says Sari Tempakka, head of Remote Service & Advice Finland at Nordea.  

“Using artificial intelligence is a natural next step in improving our customer service. The introduction of Feelingstream’s application will allow us to respond to our customers’ queries faster than before, which will generate positive experiences,” she adds.

Commited to fintechs

This is just one example of how Nordea is now partnering with several startups in the Nordic region as a result of their participation in one of our two accelerator programmes . 

The partnership with Feelingstream follows a successful pilot that was run with the startup last year, which demonstrated the potential of the AI solution in improving our customer service. The application is very flexible, and the first step will be to map out potential uses.

“It’s gratifying to see how the Accelerator hosted in 2015–2016 laid the groundwork for a good partnership with Feelingstream. The active and persistent efforts of the Nordea Digital Banking unit, in particular, have allowed us to offer real benefits to our customers from the Accelerator,” says Arto Kulha, a leader in Nordea Accelerator.

Nordea is also partnering with fintech hubs in Stockholm, Helsinki, Copenhagen and Oslo. Partnerships are vital for us to better serve our customers by offering them new, relevant and valuable solutions faster than we could develop them alone.

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