Established in 2013, Akademikernes A-kasse is the largest unemployment insurance fund for academics in Denmark, offering guidance and support to its 285,000 members. Besides helping members find the right job through focused efforts, the organisation is focused on delivering efficient, personalised customer support by combining technology with human expertise. 

Background: Embracing innovation

Akademikernes A-kasse aims to boost efficiency and empower their employees by leveraging innovative solutions. They recognised the potential of chatbots and AI to offer better service with 24/7 availability, quicker response times, and enhanced self-service options. 

Solution: AI-powered customer support

Excited about the potential of AI, Akademikernes A-kasse decided to use SupWiz’s AI chatbot and live chat (later acquired by Puzzel) to improve their member services. 

Results: Extraordinary member service

The AI chatbot and live chat have significantly improved their customer service offerings. Increased accessibility, automation of tasks, as well as personalised service, are just some of the things that the members of Akademikernes A-kasse can experience. These solutions provide fast, personalised, and proactive assistance, making it easier for members to get the help they need. Automating many queries has reduced the workload of support agents, resulting in much shorter response time, and improving the experience for both members and employees. Today, Akademikernes A-kasse is a leader in using AI to enhance member service and support. 

“Channeling member inquiries through a chatbot and live chat has been a huge success among members” - said Malin Marker Persson, former CIO at Akademikernes A-kasse, after implementing SupWiz Chatbot and SupChat back in 2020.