The client required: The Swedish Customs wanted to improve their availability for the 24/7 Agency. The questions that customer service where asked where also often repetitive and simple and they wanted to reduce the weight on customer service, regarding both telephone and Email traffic. They also wanted to make the answers uniform. How we made it: In 2003 Swedish Customs released Sandra, an Interactive Assistant who could answer private customers' questions. She has also learnt to speak English and answer questions from corporate customers.
Result: Today Sandra has about 4600 dialogues a month and she answers questions in Swedish, English, on the web, in banners, via e-mail and via sms and mobile portal. Swedish Customs has been awarded prizes for their commitment to making their website user-friendly and available.
