DNB Bank

DNB, Norway's largest bank, needed to scale customer service operations efficiently while maintaining high satisfaction. A significant portion of customer inquiries arrived outside regular contact centre hours, making 24/7 coverage with human agents costly and impractical.

In 2018, DNB launched Aino, a customer-facing conversational AI chatbot built in collaboration with boost.ai. In 2019, they added Juno, an internal chatbot to support human advisors. Starting in 2023, DNB began incorporating LLMs into their chatbot systems, enhancing response quality and coverage through a hybrid NLU + generative AI approach.

Aino now handles approximately 60% of all incoming chat traffic and around 22% of the bank's total customer service traffic. Within the first six months of deployment, DNB automated 20% of all customer service traffic across the business. Aino's CSAT scores have reached an all-time high of 68%.

• Norway's largest bank validated that a hybrid NLU + LLM approach outperforms pure generative AI for regulated financial services, balancing control with coverage.
• Conversational AI can scale to become a primary customer service channel, handling over one-fifth of all bank-wide traffic.
• High CSAT (68%) demonstrates that automation does not have to come at the expense of customer satisfaction when designed carefully.