--- title: Indicate me's AI tool behind Ving's success. The result? More satisfied customers description: Discover how Ving enhanced customer satisfaction by 11 points using Indicate me's AI tool and the Inyan method for effective agent training. image: https://info.indicateme.se/hubfs/Imported_Blog_Media/ving-mie-amanda-terje-1-2.webp --- [Skip to main content](https://info.indicateme.se/en/insights/indicate-me-ai-tool-behind-vings-success#main-content) [![indicate-me-logo-beet-vertical-1](https://info.indicateme.se/hubfs/indicate-me-logo-beet-vertical-1.svg) ![indicate-me-logo-beet-vertical-1](https://info.indicateme.se/hubfs/indicate-me-logo-beet-vertical-1.svg)](https://indicateme.se) - [Insights](https://info.indicateme.se/insights) - [Films & Webinars](https://info.indicateme.se/en/films-and-webinars) - [Customer Voices](https://info.indicateme.se/en/customer-voices) - Show submenu for translations EN - [Svenska](https://info.indicateme.se/insights/ai-verktyget-indicate-me-bakom-vings-succe-fler-glada-och-nojda-kunder) Open main navigation Close main navigation - [Insights](https://info.indicateme.se/insights) - [Films & Webinars](https://info.indicateme.se/en/films-and-webinars) - [Customer Voices](https://info.indicateme.se/en/customer-voices) - Show submenu for translations EN - English - [Svenska](https://info.indicateme.se/insights/ai-verktyget-indicate-me-bakom-vings-succe-fler-glada-och-nojda-kunder) - [Book a tour](https://info.indicateme.se/en/book-a-tour) [Book a tour](https://info.indicateme.se/en/book-a-tour?hsLang=en) # Indicate me’s AI tool behind Ving’s success: happier, more satisfied customers October 15, 2025 **“It’s there in black and white: when we work in the same way and use more positive language, customers are more satisfied.”** To understand which factors influence the customer experience, Ving asked Indicate me to analyze customer calls using AI. The results showed clear improvements. In particular, the lowest customer satisfaction score (NKI CSAT) increased significantly—by 11 percentage points. The performance gap between agents also narrowed. > “The AI analysis gives us fantastic evidence to share with our agents. It shows in black and white that what we’re doing works and makes a difference overall. When we all work in the same way and toward the same goal, we get results.” *- Terje Dahl, Head of Customer Center at Nordic Leisure Travel Group.* ## A new conversation strategy behind the success Behind this success is a renewed focus on Ving’s conversation strategy, developed with its partner Inyan and also known as the Inyan method. Agents are trained in positive reinforcement, defusing dissatisfaction, and guiding conversations with the right questions. The AI analysis clearly shows that word choice affects customer satisfaction, which is why agents have been trained to avoid negative wording. > “When we show concrete examples from our own calls, it becomes clear why we focus on conversation strategy. In calls with lower customer satisfaction, we use words like ‘unfortunately’ and ‘regrettably’ more often than in calls where customers are satisfied. It’s fascinating to see the impact in Indicate me.” *- Amanda Wallenstein, Dialogue Strategy Coach & Trainer Lead at Ving.* Mie Lautrup, who works in HR and is responsible for training in Ving’s overseas operations, explains the thinking behind the strategy: > “The goal of our new conversation strategy has been to make conversations more effective, so the person we’re speaking with gets more out of the interaction. Calls don’t always need to be shorter. Sometimes they may even be longer, but they should always deliver value to the customer.” ## Ving’s customer service: the organization behind the work Ving’s customer service teams are spread across the Nordic region and Gran Canaria. They help customers with everything from rebooking trips to resolving more complex issues that cannot be handled online. Terje explains: > “We have around 170 employees in the Nordic region, approximately 20 in Gran Canaria, and up to 250 at our destinations, depending on the season. The role has changed over the years. Today, we provide skilled support, working closely with the customer.”   ## Results that last One clear sign of the change is that agents use more positive language than before. Words like “absolutely,” “great,” and “that’s right” are heard more often in calls, contributing to a better customer experience. To reinforce these improvements, Ving has introduced conversation focus periods in two-month cycles: - **Month 1:** A workshop on a communication principle, such as questioning techniques or positive reinforcement. - **Month 2:** Additional coaching and analysis focused on that principle to build new habits. Mie explains: > “We’re doing this because we want to change behaviors and help our agents develop new habits. When everyone practices the same thing in every conversation, something changes, both for the customer and for us,” ## AI supports coaching and quality Ving also uses AI Buddy, a digital companion that supports coaching. The tool makes it easier for leaders to coach agents and for agents to reflect on their own calls. Terje explain: > “We’ve used Indicate me’s coaching tools for a long time, listening to calls ourselves and completing evaluation forms. With AI Buddy, this now happens automatically, which made the transition from manual coaching to AI a small step. The most valuable part is that we can train the AI to identify what we consider important in a conversation,” Amanda adds: > “Yes, the AI makes coaching much easier and more efficient.” Ving also uses Indicate me’s tools to review calls, examine sentiment—the customer’s experience during the conversation—and zoom in on moments when satisfaction was low. Amanda says: > “If we see a call where entire sections are marked red, we can quickly ask ourselves: what happened here? That’s very valuable for both leaders and agents,” ## Results Ving’s investment in a new conversation strategy, combined with AI analysis from Indicate me, has led to more positive language, higher customer satisfaction, and a stronger baseline NKI CSAT score. By taking a structured approach to training, coaching, and follow-up, Ving has made significant progress toward an even better customer experience. Amanda also highlights how the tool’s automated features provide deeper insight into customer calls: > “Being able to see an AI-generated summary of the call and what it’s about also feels very useful,” **Tags:** [News,](https://info.indicateme.se/en/insights/tag/news) [Customer Voices,](https://info.indicateme.se/en/insights/tag/customer-voices) [All,](https://info.indicateme.se/en/insights/tag/all) [AI-driven Customer Insights,](https://info.indicateme.se/en/insights/tag/ai-driven-customer-insights) [Travel & Tourism,](https://info.indicateme.se/en/insights/tag/travel-tourism) [Nordics](https://info.indicateme.se/en/insights/tag/nordics) ### Related Articles ##### [![”I want to know the things I didn't know I needed to know](https://info.indicateme.se/hs-fs/hubfs/reklambild-kvinna-whiteboard-rundad.webp?width=520&height=294&name=reklambild-kvinna-whiteboard-rundad.webp) Indicate me • September 21, 2026 ”I want to know the things I didn't know I needed to know": what ten years with customer conversational data has taught us 2 min read](https://info.indicateme.se/en/insights/ten-years-with-customer-conversational-data?hsLang=en) ##### [![Lina Bjelkmar featured in AI Sweden Leadership Report 2026](https://info.indicateme.se/hs-fs/hubfs/Imported_Blog_Media/lina-bjelkmar-ai-sweden-leadership-report-2026-2.webp?width=520&height=294&name=lina-bjelkmar-ai-sweden-leadership-report-2026-2.webp) Indicate me • April 28, 2026 Lina Bjelkmar featured in AI Sweden Leadership Report 2026 1 min read](https://info.indicateme.se/en/insights/lina-bjelkmar-medverkar-i-ai-sweden-leadership-report-2026?hsLang=en) ##### [![The blind spot in CX work](https://info.indicateme.se/hs-fs/hubfs/Imported_Blog_Media/cx-arbetets-blinda-flack-1200x630-1-2.webp?width=520&height=294&name=cx-arbetets-blinda-flack-1200x630-1-2.webp) Indicate me • March 19, 2026 The blind spot in CX work 1 min read](https://info.indicateme.se/en/insights/the-blind-spot-in-cx-work?hsLang=en) ###### Categories - [All](https://info.indicateme.se/en/insights/tag/all) - [Articles](https://info.indicateme.se/en/insights/tag/articles) - [News](https://info.indicateme.se/en/insights/tag/news) - [Indicate me](https://info.indicateme.se/en/insights/tag/indicate-me) - [Customer Voices](https://info.indicateme.se/en/insights/tag/customer-voices) ###### Recent Posts - [The most common contact reasons in the energy sector and what they signal](https://info.indicateme.se/en/insights/contact-reasons-in-the-energy-sector?hsLang=en) - [Which customers never call? Why analyzing customer support calls alone is not enough](https://info.indicateme.se/en/insights/which-customers-never-call?hsLang=en) - [ATG: When customer service becomes the organisation's source of insight](https://info.indicateme.se/en/insights/atg-customer-service-becomes-organsations-source-of-insight?hsLang=en) - [What you need to know about AI tagging of customer conversations](https://info.indicateme.se/en/insights/what-you-need-to-know-about-ai-tagging?hsLang=en) - [7 things to evaluate in AI tools for customer analysis](https://info.indicateme.se/en/insights/ai-tools-for-customer-analysis?hsLang=en) ![indicate-me-logo-negative-vertical](https://info.indicateme.se/hubfs/indicate-me-logo-negative-vertical.svg) AI-powered customer intelligence platform that transforms data into actionable insights. - About - [Contact](https://info.indicateme.se/en/contact) ©2026 Indicate me AB. All rights reserved. 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