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Novafos
The complexity of essential services
For utility customers, the questions never really stop. Water and wastewater management are vital parts of our daily lives, and when something changes, citizens naturally need answers immediately.
When you provide these essential services across nine different municipalities, delivering clear and accessible answers becomes a highly complex task. Every single municipality has its own specific regulations, local rates, and unique operational information.
This level of complexity means that a simple standardized answer rarely works. Novafos realized that to maintain their high standards, they needed a smart support system that could handle these local differences flawlessly.
Furthermore, they needed a solution that was available around the clock, long after the traditional phone lines had closed for the day.
Strengthening customer service
To strengthen customer service and make support available whenever the citizens need it, Novafos implemented both Karla Chat and a significantly improved search function.
A central part of their strict requirements was exactly that the artificial intelligence had to be able to navigate and correctly communicate the differences that exist across the nine serviced municipalities.
The solution has worked stably and effectively from day one with a minimal need for adjustments, which is a true testament to a highly successful technological rollout.
"The use of Karla has exceeded our expectations, which clearly indicates a real need among customers for self service solutions. Both the chatbot and the search function give us valuable insight into the topics and questions customers want to know more about.
Because Karla bases its answers on the content of the Novafos website, it creates a natural and ongoing optimization of our web content. This ensures information is continuously adapted to customer needs and becomes more precise and relevant over time.
For customers, this means an improved user experience, where it becomes easier and faster to find the desired information. Internally, the solution also contributes to efficiency, as employees can quickly find answers through the same tools. Overall, the implementation has strengthened customer satisfaction, the accessibility of information, and internal knowledge sharing."
Kim Nysted Christophersen, Customer Manager
Data driven optimization and internal efficiency
The integration of this new technology goes far beyond just answering basic questions. By actively utilizing the insights generated by the digital assistant and the search function, Novafos gains a deep understanding of exactly what the citizens are looking for.
This data driven approach creates a natural cycle of optimization. The website content is continuously refined and adapted to match the actual needs of the customers, ensuring that no one is left confused or without help.
Furthermore, the platform has proven to be incredibly valuable internally. Employees now use the exact same digital tools to quickly retrieve accurate information when they are helping citizens on the phone or via email.
This shared platform saves a significant amount of time and ensures completely consistent communication across all departments. The end result is a unified and highly efficient organization where both customers and staff experience a significantly improved digital journey.
