Rejsekort is Denmark’s national electronic ticketing system for bus, train, and metro travel, helping thousands of passengers navigate their daily journeys. With such a high volume of users, their contact centre receives a wide range of inquiries—from card usage and travel rules to fare updates and account management. 

To improve efficiency and reduce unnecessary calls, Rejsekort’s team actively works on refining its external communication. By using Puzzel’s Conversational Intelligence, they ensure that important customer notices are clear, relevant, and effective—helping customers find the information they need without the need to contact support. 

Using AI to fine-tune customer communication

At Rejsekort, improving customer experience goes beyond handling inquiries—it’s also about preventing confusion before it happens. Therefore, the team doesn’t rely on assumptions when crafting external messages. Instead, they analyse real customer interactions to refine their communication strategy. 

"When we send out new pieces of information, it's important that we ensure that the messages are communicated in a clear and transparent way," says Rejsekort's Customer Center Coordinator, Klarafine Lildholdt 

One way they do this is by monitoring how often customers reference specific notices in their calls. If a notice leads to a surge in inquiries, it signals that the message may have been unclear or raised unexpected concerns. 

A data-driven approach to customer messaging

In April 2022, Rejsekort sent out a notice about updated terms to 214,000 pensioners. The message was purely informational and required no action from customers. Using Conversational Intelligence, the team monitored how often this specific notice was mentioned in customer calls over the following weeks.  

The results were reassuring: only 0.6% of calls referenced the notice, indicating that the communication was well received and did not create confusion. 

Klarafine sees this as a key success factor for Rejsekort’s contact centre: “It’s important to us that our customers get the help they need at all times. And it’s equally important that we learn from both successful and less successful communications. If we can use that information to prevent unnecessary calls, it’s a win for both our customers and our team.” 

The impact of AI-powered insights

By using AI-driven insights, Rejsekort ensures that its external messages are as clear and effective as possible. This proactive approach not only reduces the number of avoidable inquiries but also allows the contact centre team to focus on assisting customers with more complex needs. 

With Conversational Intelligence, Rejsekort is continuously refining its communication strategy—making life easier for both customers and agents, one message at a time.