Sparebank 1 SR-Bank used conversational AI as a creative method of helping to alleviate financial hardship for its customers during the height of the pandemic
When the COVID-19 pandemic hit in the spring of 2020, the Norwegian economy was impacted as heavily as its counterparts in the rest of Europe and abroad. A nation-wide lockdown and a plummeting currency led to high rates of unemployment (peaking at 9.4% in April) and prolonged furloughs that, understandably, left many Norwegians worried about the future.
Like many other industries, Norway’s banks and financial institutions saw dramatic spikes in customer service traffic as concerned citizens called, emailed and engaged online chat channels to inquire about the state of their finances. This almost-overnight need for a scalable customer service solution meant that the country’s banks were required to think creatively about how they could manage overwhelming traffic volumes while still being able to provide a high standard of service.
One such Norwegian bank, Sparebank 1 SR-Bank, recognized early on that it had a responsibility to alleviate some of the pressure that the pandemic levied on, not only its contact center, but especially its customers as well.