Advice that resolves the case at first contact. AI-supported case handling at IDA Fagforening.
AI supports the case from the moment it reaches IDA until it is resolved. Routing and analysis happen before the adviser opens it, so the member gets the right answer on the first call and not a place in the queue.
Challenge
IDA Fagforening has a team of advisers who jointly resolve the members' enquiries – typically standard cases the members seek advice on. The cases often require several points of contact with the member before they are resolved. An example: A member calls in with an employment contract that needs to be uploaded. The case is routed to the right adviser, who analyses the contract and then calls the member back – on average three times before the member picks up the phone.
Solution
Capacit built a strategy with one goal: That the case is resolved at first contact. Several AI solutions were implemented as part of it, and the leads were trained in the new way of working. The result is fewer rounds of contact, more support along the way and shorter handling times.
How AI adds value
By the time the case reaches an adviser, it has been routed to the right expertise and for the typical case types, employment contracts alone account for 40 %, the analysis is already done. The adviser spends less time working out what the case is about and more time on the conversation with the member. Processes and data have been streamlined across case handling at the same time.
Cases are handled at first contact with IDA
of cases receive an automatic AI analysis
Of cases are AI-triaged to the right expertise from the start
