Terveystalo and Aiwo joined forces to build an unprecedented capability to understand customer needs and respond to change not in months, but in days.
Starting point: Listening to customers better and faster
Terveystalo aimed to strengthen its customer-centricity and operational efficiency through concrete actions. The company handles millions of customer calls and digital contacts every year. Each interaction provides a valuable window into the customer’s needs and expectations. Previously, utilizing this data was slow and fragmented, and it was difficult to form a clear overall picture.
The goal was to implement a solution that provides a real-time view into customer questions and the smoothness of service. The implementation needed to scale and adapt to an ever-changing business environment.
The solution: Aiwo analytics reveals what customers are really saying
Aiwo analyzes the content of all customer contacts fully automatically and anonymously. The technology is based on a multi-model AI architecture, combining various language models and data analytics methods to generate a visual overview of what customers are currently thinking or struggling with.
The foundation of Aiwo’s analytics is to serve business goals. Technology must support that mission. The core is built on statistical AI models that ensure reliable and time-comparable results. Large language models create a usability layer on top, enabling features such as summaries across all calls related to a specific topic.
The strength of Aiwo lies in its ability to reliably classify all contacts into two categories: failure demand and value demand.
• Failure demand reveals where the service is not working as it should. For example, repeated contacts because appointment booking fails or the customer cannot find the desired information.
• Value demand shows where the customer is actively seeking to buy, engage, or interact and how this can be better supported.
Terveystalo’s systematic work to reduce failure demand helps more customers resolve their issues during the first contact. This directly improves the customer experience and reduces repeated workload in customer service, positively impacting employee experience as well.
In practice, for Terveystalo this means:
• Identifying the root causes of failure demand without manual work
• Developing self-service channels based on actual customer issues
• Responding faster to bottlenecks in service processes
• Data that guides concrete improvements in days rather than quarters
Collaboration model: Co-development embedded in daily operations
The collaboration did not stop at technical integration. Terveystalo’s experts and Aiwo’s team worked closely together to ensure the analytics would genuinely support decision-making in daily operations. First insights emerged within days, leading to rapid improvements in services.
Aiwo’s model is not based on isolated projects but on continuous development. The best kind of customer understanding is fresh, operationally actionable, and not confined to retrospective reports.
We handle thousands of customer interactions every day. Aiwo’s analysis gives us a clear view of why our customers are contacting us. This helps us improve our processes so that customers are more often able to resolve their issues during their first attempt, whether on our website, in the app, at reception, or via phone. Thanks to the analysis, we can respond immediately instead of months later.
Titta-Liisa Luoma, Director of Customer Service, Terveystalo
Results: A new level of data-driven management
- Customer service and management now share a unified view of customer experience bottlenecks and areas for business development
- Contact reasons are categorized fully automatically, not based on surveys or manual interpretation
- Response to issues in services and communication can happen in days
- Internal resources are allocated more effectively with clear insight into what burdens customer service and why
- Development is ongoing, not project-based
Aiwo’s perspective on the collaboration
Terveystalo is an excellent example of an organization that not only listens to customers but acts swiftly based on insights. Our collaboration is built on the belief that customer understanding must be timely and integrated into everyday decision-making. When customer behavior and the environment change in days, it is no longer enough to look at data retrospectively. In this work, the role of AI is not to replace humans, but to support decision-making by highlighting what matters, at the right moment.
Jani Jokela, Chief Operating Officer, Aiwo
Why this is just the beginning
The collaboration between Terveystalo and Aiwo continues actively. Analytics is being utilized in more business units, and the culture of data-driven decision-making is strengthening throughout the organization. A key insight at Terveystalo has been that customer service contacts are a cross-sectional mirror into the development needs of the entire business.
Customer needs, the operating environment, and the role of services are in constant flux. Therefore, analytics must not only be accurate, but also alive and continuously updated.
More information:
Aiwo: Chief Operating Officer Jani Jokela, jani.jokela@aiwo.ai, +358 41 4367596
Terveystalo: Director of Customer Service, Titta-Liisa Luoma, titta-liisa.luoma@terveystalo.fi, +358 40 1899 248
About Terveystalo
Terveystalo is the largest private healthcare company in Finland and the leading occupational health provider in the Nordics. In 2024, more than 7.6 million customer visits were made at Terveystalo. The company employs over 15,000 professionals in health and wellbeing. In 2024, Terveystalo’s revenue was EUR 1,340 million.
About Aiwo
Aiwo is a Finnish technology company specialized in analyzing customer interactions. It combines advanced AI models, natural language processing, and business intelligence visualization. With Aiwo, organizations can understand in real time why customers are reaching out, automatically distinguishing between failure and value demand. This enables fast response, continuous service improvement, and enhanced customer experience without manual effort. Aiwo serves its clients as a modern BI partner delivering tangible competitive advantage through data-driven decision-making.