Jernia: AI-drevet kundeservice som faktisk leverer
46 % av meningsfulle samtaler ble løst i pilotperioden. Uten å øke bemanningen fikk Jernia raskere svar, færre saker til kundesenteret og en bedre kundeopplevelse.
The challenge
Jernia handles a high volume of recurring customer questions - opening hours, store locations, return policies, order status and product advice. The customer service team was spending significant time on repetitive queries that follow predictable patterns, leaving less capacity for complex cases that genuinely need human attention.
What we built
NeuroSYS delivered a tailored AI chat solution as a managed service. The agent answers questions based on Jernia's own knowledge base - it only responds using documents Jernia uploads, ensuring accuracy and brand control.
- Answers questions about opening hours, store locations, terms and returns
- Retrieves live order status via nShift integration
- Provides product tips and troubleshooting advice
- Runs on a dedicated instance with Jernia's own documentation
Results
During the pilot period, the agent resolved 46 % of meaningful conversations without human intervention. Customers got faster answers, the support team handled fewer routine tickets, and the overall experience improved - all without increasing headcount.
What's next
The strongest signal from the pilot was product and order-related questions. Phase 2 focuses on deeper product knowledge, expanded order access and tighter system integration - so the agent can resolve even more cases end-to-end.
Future phases include integration with customer profiles, the full product catalog, and troubleshooting guides - moving from a helpful assistant to a complete self-service layer.
Want to explore how a communication agent could work for your customer service?
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