Announcements

Santander Consumer Bank launches virtual agent powered by boost.ai to deliver AI-assisted customer service to Danish market

December 15, 2021
Santander Consumer Bank launches virtual agent powered by boost.ai to deliver AI-assisted customer service to Danish market

Denmark banking industry set to be disrupted by Europe’s leading provider of conversational AI

STAVANGER—December 14, 2020—Boost.ai, a global leader in artificial intelligence for Fortune 1000 companies, announced today that Santander Consumer Bank has selected boost.ai’s conversational AI platform to enhance customer experience and support capacity for its Danish customers. Already a key provider of customer service automation solutions to leading banking and financial institutions in Europe and the United States, Santander’s new virtual banking agent builds on the success of the multinational bank’s deployment of boost.ai’s solution in the Norwegian market.

The customer-facing virtual agent, named Sandrine, uses boost.ai’s proprietary Natural Language Understanding technology to enable Santander customers to get instant answers to questions related to its wide portfolio of products and services. The virtual agent can also intelligently recognize when a customer query falls outside of its scope and seamlessly handoff to a human agent for a frictionless customer experience.

“At Santander, we are eager to explore the opportunities of applying new technologies like AI,” said Oskar Karlsson, Product Manager Open Banking at Santander Nordics. “Our new boost.ai virtual agent, Sandrine, is part of this effort to future-proof our internal processes, and provide scalable and excellent customer service.”

Since launching in early September, Sandrine has already started to yield impressive results successfully handling thousands of automated chat interactions each week. By empowering customer self-service with a virtual banking agent, boost.ai’s conversational AI platform allows banks and other large enterprises to focus on their business objectives while creating new lines of revenue and strengthening customer loyalty through dynamic brand interactions.

The launch of Sandrine marks the first adoption of boost.ai’s solution by a major bank in Denmark, putting Santander ahead of the curve in delivering automated customer service at scale. Boost.ai’s virtual agents are currently helping financial institutions like DNB, Nordea and MSU Federal Credit Union assist customers with consistent resolution rates of over 90 percent.

“Danish banks have typically been slow to adopt conversational AI compared to their neighbors in Norway and Sweden,” said Henry Vaage Iversen, co-founder and chief commercial office at boost.ai. “Santander is bucking this trend and we are excited to work with them to deliver the same exceptional customer experiences through chat that our banking clients in the Nordics and beyond are creating for their customers every day.”