Fortum nominated for two AI awards

Each year, Boost.ai recognize their customers’ Boost.ai recognize their customers’ - External link remarkable achievements using the Boost.ai platform. From innovative implementations to measurable results, this year, Boost.ai have selected nominees across each award category based on their achievements, innovation and impact.

“This is a great recognition reflecting the significant amount of great work we have been doing for constantly developing customer experience with leading chatbot technology,” says Sami Häggman, Digital Customer Service Manager, at Fortum Consumer Solutions.

One global chatbot with ChatGPT -like user experience

Fortum’s chatbot serves customers in all Nordic countries 24/7, on the website and the Fortum App. During work hours, a live chat team will support in solving cases not resolved via chatbot. During the past year Fortum has rebuilt the whole chatbot based on Generative AI, which provides ChatGPT-like, conversational user-experience.

Launch of the Generative AI -based model has resulted in significant increase in chatbot customer satisfaction.

“This project is a win-win for both the customers and for us,” explains Häggman.

“Customer feedback is highly appreciative of the new service and for us internally it’s been really exciting to work with such groundbreaking technology. This will also help us speed up further development of great digital support services for our customers,” Häggman says.

Customer-centric approach

Particularly pleasing is it to be nominated for the People’s Choice Award, according to Häggman, as this award celebrates the story that has made the strongest impression. Whether through its impact, innovation, or ability to inspire and connect with others.

“We are here for the customers. To provide solutions that makes electricity both understandable and manageable. When we drive innovation, it is ultimately to improve customer experiences. The fact that we are nominated for that award, is very inspiring and a sign that we are, in fact, meeting our customers’ needs,” he concludes.

The Boost Camp Awards The Boost Camp Awards - External link are presented in Oslo, 21^st of October.