Danish pension company PFA's email robot manages simple questions better than its human colleagues

PFA has increased quality and reduced time consumption deploying an email robot, artificial intelligence and 308 different response drafts for customer requests. This doesn't mean cutting staff, responsible manager says.
Photo: PR/PFA
Photo: PR/PFA

Danish pension company PFA receives 500 daily requests from customers asking simple questions, which is why in the past ten months, the company has conducted experiments with an email robot, artificial intelligence and hundreds of predefined drafts.

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