Din Sundhedsfaglige A-kasse is Denmark's only unemployment insurance fund dedicated to the healthcare sector. Serving around 98,000 members, the organisation is committed to providing swift and efficient support by leveraging digitalisation, fostering meaningful dialogue and relationships, and delivering high-quality services and experiences. 

Background: Meeting a growing demand

Throughout the year, Din Sundhedsfaglige A-kasse faces a surge in queries, particularly during peak periods. Recognising the need for additional support and the importance of self-service options, the organisation sought innovative solutions to better serve its users and enable them to find answers independently, 24/7. 

Solution: AI chatbot implementation

To manage these fluctuations, Din Sundhedsfaglige A-kasse implemented an advanced AI chatbot from SupWiz, later acquired by Puzzel. Equipped with GenAI and the powerful search engine, the chatbot aimed to enhance member service and support during busy periods by providing fast, personalised, and proactive responses, thereby increasing accessibility for members. 

Results: Boosting self-service rates

The AI chatbot now automatically answers member queries, significantly reducing the workload for support agents at Din Sundhedsfaglige A-kasse. This innovation not only streamlines operations but also offers a more efficient, tailored service experience for members. Additionally, the chatbot supports graduates on their employment journey, providing extraordinary service and support. 

By customising services to meet user needs and prioritising digitisation, Din Sundhedsfaglige A-kasse ensures that members can access support through their preferred channels, enhancing the overall value of their membership.