Lounea and Aiwo Collaborate to Improve Customer Service Quality and Efficiency
A Finnish fibre operator Lounea and Aiwo, a company specializing in AI-based customer service analytics, have launched a partnership aimed at significantly improving customer service quality, cost-efficiency, and overall customer experience. With the help of AI, Lounea now has an unprecedented ability to develop services that anticipate customer needs. This collaboration is a natural progression for Lounea, which has been utilizing reliable and tested AI solutions to proactively grow its business.
Voice of the Customer at the Core of Business Development
Aiwo’s advanced technology analyzes every call and message received by Lounea’s customer service, making customer feedback and needs a central part of business and process development. This improves the customer experience and helps streamline customer service to be even more customer-centric. By proactively addressing the challenges faced by customers, a more seamless service experience is offered, enhancing the efficiency of customer service operations and increasing customer satisfaction.
AI Meets Growing Expectations
Lounea’s Chief Customer Officer, Ari Ringborg, explains that the company’s growing customer base and rapid geographical expansion have driven the decision to leverage AI in customer service development.
- “Our partnership with Aiwo further strengthens our already high customer satisfaction. AI allows us to handle customer interactions more efficiently, streamlining processes and freeing up our staff to focus on more complex customer service tasks. This enables faster customer service and improves satisfaction for both customers and employees,” says Ringborg.
Proactive Customer Service Powered by AI
Aiwo and Lounea are committed to the continuous improvement of customer service and experience. This collaboration enables proactive development, with AI-based analytics supporting business and customer service processes as well as employee training. The result is customer service that not only meets customer needs but anticipates them.
Aiwo’s Jani Jokela summarizes the goals of the collaboration:
- “We are living in the age of AI, but technology is not an end in itself. At Aiwo, we focus on solving our clients’ business challenges and delivering measurable benefits. Technology is a tool to achieve these goals.”
For more information:
- Aiwo: Chief Operating Officer Jani Jokela, jani.jokela(a)aiwo.ai, +358 41 4367596
- Lounea: Chief Customer Officer Ari Ringborg, ari.ringborg(a)lounea.fi, +358 44 7733700
About Lounea
Lounea is a Finnish fibre optic operator with over 130 years of experience in creating a seamless digital life. We are one of the largest nationwide providers of fibre optic connections to consumers and businesses in Finland and a significant expert in ICT and printing solutions. Lounea consists of two businesses: fiber optics and ICT solutions. Our mission is to make life easier for our customers, both at home and at work, by providing clear, reliable, and easily accessible telecommunications and business services. We are approachable and knowledgeable; when you contact us, a skilled Lounea professional will respond. We make things work. For our shareholders, this means building sustainable business and shareholder value. Lounea has nearly 18,000 owners, and we are committed to developing shareholder value over the long term.
About Aiwo
Aiwo is a leading Finnish company specializing in the analysis of customer service interactions. Aiwo’s unique AI-powered Failure Demand analytics and technology developed for deep conversation analysis help companies streamline operations, improve customer service and experience, and create more meaningful customer relationships.