In the race against time Danish health authorities Sundhed.dk implemented a chatbot in just a few weeks. It runs 24/7, with an 88% automation rate offloading the human agents.
During the corona pandemic, the Danish eHealth platform experienced a massive increase in inquiries from Danish citizens – who needed support during this daunting time.
By implementing a Chatbot, Sundhed.dk aimed to achieve two goals; In the short term to solve the urgent need for support, and in the long term to create a tool for better service for all citizens.
Danish citizen eHealth platform
≈6 million users
88% Chatbot automation rate
Few weeks implementation
Reduction in calls
Chatbot easily updated
Integration into TopDesk
Today, sundhed.dk has the most effective and professional user support in the healthcare system.
– Sundhed.dk presentation at largest eHealth conference in the Nordics.
Fast implementation and maintenance
Even with limited resources, Sundhed.dk together with SupWiz implemented the chatbot within a really short time. However, as the pandemic escalated, it was critical to keep the chatbot updated due to constant changes in regulations, and the citizens’ need for new information.
Thanks to the chatbot’s data insights in real-time, Sundhed.dk was able to categorize and cluster incoming inquiries, gather the most common questions and new topics, and prioritize relevant answers, all while requiring minimal resources on maintenance.
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.
– Claus Duedal Pedersen, Head of User Support at Danish Health Authorities.
Traffic on sundhed.dk – Unique Citizens log-in
From calls to automated chats
To handle the increasing amount of inquiries from citizens, sundhed.dk implemented SupWiz Chatbot – moving away the requests from calls to chat. From May 2021 to December 2021 the number of inquiries by phone was reduced by 42%, while the chatbot took over 52% of all inquiries – also taking a considerable load of agents.
After introducing the SupWiz Chatbot, Sundhed.dk received thousands of chats, and today it handles the majority of incoming inquiries – not just corona-related questions but also more general health-related ones. Always making sure to help the Danish citizens with availability and faster replies.
After introducing the SupWiz Chatbot, Sundhed.dk received thousands of chats, and today it handles the majority of incoming inquiries – not just corona-related questions but also more general health-related ones. Always making sure to help the Danish citizens with availability and faster replies.
Exemplary use-case at top conference
In front of hundreds of service experts, Head of User Support, Claus Duedal Pedersen, and Operations Coordinator, Louise Thomsen, from sundhed.dk presented their digital journey during the corona crisis together with SupWiz CEO, Stephen Alstrup.Sundhed.dk’s use case was selected as an outstanding example of achieving quality and agility in support. It was chosen as the keynote presentation in one of Denmark’s largest customer service events within the private sector, but also in conferences for the public sector and health, both domestically and internationally.
Read more about one of the events and the presentation here.
Meet the SupWiz team at stand 500 at SITS, The Service Desk & IT Support Show, on 10-11 May 2023 at ExCeL London.