Service: Chatbot Social Insurance Institution of Finland - Automating communication with customers

Responsible organisation: Kela/Kansaneläkelaitos/the Social Insurance Institution of Finland (Central-Government)

Chatbots are in use in the customer service since 2017, during these years the Chatbot has been developed further, with two different vendors. At the moment, the organisation are developing this service from FAQ-bot to more sophisticated one, which means that we are planning and testing the use of identification, automation and API. It is planned that in the near future our customers can do the basic customer service tasks with chatbot, and they don't feel the need to contact our customer service as frequently as they do now. Right now the chatbot can answer to questions reqarding familybenefits, income support and coronavirus. Chatbot speaks finnish and swedish, and understands english (anwers are given in either finnish or swedish).

Additional information

Source Open Innovation Regione Lombardia
Web site www.kela.fi/lapsiperheet
Start/end date 2017 -
Still active?

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