Service: Kratt for analyzing customer conversations - Finding the root causes of customer inquiries

Responsible organisation: Unemployment Insurance Fund (Central-Government)

Feelingstream has created an application based on Artificial Intelligence, which is based on the analysis of customer contacts in several different languages, including Estonian and Russian. The Unemployment Insurance Fund and Feelingstream worked together to create a pilot, the aim of which was to find the root causes of customer inquiries and thereby reduce the number of calls. As part of the pilot, the Feelingstream application Unemployment Insurance Fund transcribed calls from April to August 2019 (5 months). The main reason for calling with the chosen type of support was related to the receipt of grants. From a human point of view, it is very clear why issues related to the receipt of money arise and the volume of calls is therefore significantly higher at the beginning of the month. Following the pilot project, work was carried out to improve e-environments and there were other findings that continued to work to improve the customer experience.

Additional information

Source Open Innovation Regione Lombardia
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Start/end date 2020 -
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