Sundhed.dk is the official e-platform for the public Danish Healthcare Services. Serving 130,000 citizens and healthcare professionals daily, it provides access to test results, medical records, and health information. Committed to secure, stable, and user-friendly IT solutions, Sundhed.dk plays a pivotal role in national healthcare IT development. We met with Claus Duedal Pedersen from Sundhed.dk, as he shared insights into their digital journey.

Background: Navigating the pandemic

During the Covid-19 pandemic, Sundhed.dk experienced a significant increase in requests from Danish citizens. The need to scale up support quickly and manage the evolving queries prompted the search for a new solution. 

Solution: Enhancing support capabilities

Sundhed.dk implemented a chatbot from SupWiz, later acquired by Puzzel, to address the surge in queries. The chatbot aimed to meet the immediate need for support and provide long-term enhanced service for all citizens. Claus highlights the implementation: "Within two weeks we had the first version of the chatbot up and running, and that was quite surprising for us that it could be done in such a short time."

Results: 24/7 availability and efficiency

The chatbot quickly became fully operational, increasing availability for citizens by offering 24/7 support and handling 88% of incoming queries. This automation eases the load on human agents and ensures that citizens can access support outside regular hours.