Every day, PostNord's customer service centre in Västerås handles thousands of cases. With the AI tool, onboarding time has dropped from six months to just a few weeks, customer satisfaction has increased by 10% (2024), and 85% of all call logging and summaries now happen automatically.
"We're only at the start of our AI journey. Even today, we can see how the tool makes us better and more effective in day-to-day work. But with AI, customer service has the long-term potential to become a genuine insights hub for PostNord." — Lenita Wennström, Quality Manager