Politiken, a leading newspaper in Denmark, engages half of the country’s population every week and receives 50 million website visits per month. As part of their digital journey, Politiken recognised the need to enhance self-service offerings to better serve their broad audience. 

Background: Embracing digital transformation

With the increasing digitalisation of the world, Politiken places special emphasis on developing self-service solutions that ensure a seamless customer experience. The newspaper needed a solution that met this requirement while maintaining high-quality customer interactions. 

Solution: Implementing AI chatbot and live chat solutions

As part of its digital transformation journey, Politiken integrated SupWiz’s (later acquired by Puzzel) AI chatbot and live chat into its support channels. These solutions were selected with a strong focus on enhancing the customer experience, ensuring easy maintenance, and empowering autonomous teams. By implementing the live chat and the AI Chatbot, Politiken aimed to improve support efficiency and customer satisfaction. 

Results: Enhancing self-service with AI-enhanced solutions

The live chat, enhanced with AI capabilities, assists support agents by predicting and suggesting relevant responses. It also offers real-time translations for faster and more consistent replies to customers. This technology enhances agent performance and customer satisfaction. 

The AI chatbot further alleviates the workload on agents by autonomously handling simple tasks, thus boosting self-service rates while maintaining a positive user experience. As a result, Politiken now experiences 78.8% chatbot automation, allowing agents to focus on more complex cases.