The Finnish media group Keskisuomalainen and Aiwo, a company specializing in AI-powered analysis of customer service channels, have entered into a partnership aimed at significantly improving customer service, sales, and the overall customer experience. Aiwo analyzes the content of every customer interaction, offering Keskisuomalainen a more comprehensive way to develop its services. The collaboration includes real-time analysis of all customer service channels.
Customer Experience at the Core of Development
Aiwo’s leading customer service analytics platform analyzes every call and message received by Keskisuomalainen’s customer service. This allows customer needs to play a more central role in service development than ever before, enabling faster development cycles and a smoother customer experience.
As Keskisuomalainen’s media business continues to grow, the demands on customer service are also increasing. Leveraging artificial intelligence is thus a natural next step.
Keskisuomalainen has always paid close attention to customer feedback and strived to offer products that meet our customers’ needs as well as possible. Now we have the opportunity to leverage new technology in analyzing customer feedback. This initiative aims to further develop our 100 media outlets and deliver significant added value to our customers.
Vesa-Pekka Kangaskorpi, CEO of Media Group Keskisuomalainen
Efficient Customer Service Powered by AI
Through its collaboration with Aiwo, Keskisuomalainen aims to continuously improve its customer service and customer experience. This is a proactive development effort, where AI-based analytics is harnessed to support business and customer service processes as well as staff training. The result is more efficient customer service, where every interaction becomes valuable input for developing the group’s media operations.
Aiwo’s goal is to help its client companies improve efficiency and increase sales:
AI is currently surrounded by great expectations and promises. Aiwo’s technology delivers on these expectations by analyzing tens of thousands of consumer interactions daily in Finland. We are excited to begin working with the local Keskisuomalainen, a company at the forefront of development. At Aiwo, we are focused on supporting Keskisuomalainen in achieving its business goals and generating measurable financial value.
Hannu Klemetti, CEO of Aiwo
More Information:
Vesa-Pekka Kangaskorpi, CEO, Media Group Keskisuomalainen, tel. +358 50 688 33
Hannu Klemetti, Chief Executive Officer, Aiwo, tel. +358 50 365 8780
About Media Group Keskisuomalainen Oyj
Media Group Keskisuomalainen is both strongly national and genuinely local.
Media Group Keskisuomalainen is a Finnish media group that publishes 100 media outlets. In addition, the group provides marketing communications, research, printing, and distribution services. It employs 5,000 professionals across various fields. Keskisuomalainen Oyj is listed on the Helsinki Stock Exchange.
The group’s print and digital newspapers, digital outdoor advertising, and radio reach 3.1 million Finns — that’s 71 percent of the population.
About Aiwo
Aiwo is a leading Finnish company specializing in the analysis of content from customer service channels. Aiwo’s unique AI-driven failure demand analytics and deep conversation analysis technology help companies improve efficiency, enhance customer service and experience, and build more meaningful customer relationships.