AI chatbot Aulis offers faster service via S-Bank online
Nine out of ten customers get an answer to their request directly from Aulis, with no agent involved.
Banking · Finland · Customer Service Automation
90%
Share of questions Aulis resolves on its own
20 000
Online discussions every month
800+
Intentions Aulis is trained on
S-Bank serves 3.1 million customers through every channel they choose
S-Bank is a Finnish bank founded in 2007, part of a Finnish network of companies in the retail and service sector known as S-Group.
Its 3.1 million customers are served online, by telephone, through social media channels and on S-Mobile. The customer is at the heart of all of S-Bank’s values and daily operations.
| Founded | 2007 |
| Customers | 3.1 million |
| Service channels | Online, phone, social, S-Mobile |
Customer ownership sets a standard the bank must meet even where an agent cannot
Both S-Group and S-Bank are based in customer ownership. The bank constantly seeks to provide the best possible customer service, even when the skills of a customer service agent are not possible, effective or available.
Banking is tightly regulated, and that shapes what a chatbot may do. Without strong identification, an agent and a customer can only hold a conversation on a general level.
Aulis moved to boost.ai and kept everything it had already learned
Aulis had been in S-Bank’s customer service for a few years, but in 2021 the underlying technology moved to the boost.ai platform. The discussion topics built on the earlier technology, the intentions and the lessons of previous years, were enriched and harnessed in the new platform.
S-Bank’s strategy is to let Aulis take care of all unidentified customers. Personal matters begin only after strong authentication, where Aulis directs the customer into online banking and keeps serving them there.
The people who train Aulis still work the chat themselves
Migration
Intentions and lessons learned over previous years were enriched and harnessed in the new platform.
The training team
A team analyses conversations, trains the bot and produces new content. The trainers come from traditional customer service and still work in it daily.
Ongoing support
Front AI supports the S-Bank team with regular support sessions, new development ideas and sparring.
Nine out of ten customers now get their answer without an agent
S-Bank is already looking for the next place to put Aulis
The bank is investigating where else the service can be used. Beyond general customer service, there is interest in Aulis for customer communication, targeted marketing and internal communications.
Technology and partners
