CUSTOMER SNAPSHOT

Fjordkraft is one of Norway’s most prominent energy and services companies, whose advisors handle a remarkably broad portfolio: electricity, solar panels, mobile services and more. Through the work of Carina Faye Bardhaj (Head of Training and Competence) and Eirik Rutledal (Head of CS Operations and Development), Fjordkraft’s team have built ‘Fjoogle’ - an internal training portal that holds more than 150 courses and is the canonical source of truth for advisors on the phone. 

THE CHALLENGE

Fjordkraft's customer advisors were doing knowledge-heavy work under time pressure. When a customer asked about a product or procedure the advisor hadn't touched in weeks, the answer existed somewhere in Fjoogle's 150 courses, but finding it during a live conversation was another matter. As much as 30% of all Fjordkraft advisors were ending calls and calling the customer back once they had the answer.

"Everyone agreed that the needed information was in Fjoogle, but the search function wasn't optimal. When we asked the advisors, seven out of ten said they trusted the information, but found it hard to locate." — Carina Faye Bardhaj

The breadth of the role made it worse. Topics an advisor might see once a month were still fair game on every call.

"It's a lot for one advisor to remember, especially topics they may only be asked about once a month." — Carina Faye Bardhaj

The numbers from the KSIndeks 2024 survey made the cost concrete. Too few customers were getting their issue resolved on the first contact, and 21% of those who weren't resolved the first time reported not receiving the follow-up they had been promised. These were the metrics Fjordkraft wanted to move.

THE SOLUTION

Fjordkraft had been watching the category for years. Leadership held back deliberately, waiting for the right AI Support platform that could do something better than just cut costs.

"We held off for a while as chatbot technology has been discussed for many years. We waited for the right moment because we wanted to ensure the technology was mature enough to offer a product that improves our customer service, not just cuts costs." — Eirik Rutledal

"The developments now made us feel we could deliver a product that both improves service quality and makes advisors' jobs easier." — Carina Faye Bardhaj

The result was Kompis, built with Kindly: a fully generative AI Assistant connected exclusively to Fjoogle. Advisors ask Kompis in natural language during a customer call, and Kompis returns a naturally phrased answer grounded in Fjordkraft's own training material. Not a link to a course. An answer the advisor can often use directly in the conversation.

"Fjoogle is the brain of this bot, it's what trains it. Kompis doesn't know anything else." — Eirik Rutledal

The constraint is the point. Kompis only knows what Fjordkraft has trained its own people on. That is what makes the answers reliable and what makes every advisor answer consistently, regardless of how long it has been since they last handled the topic.

The preparation under the surface mattered as much as the build. Fjordkraft had already invested in Fjoogle and had already given advisors some experience with prompting. The rollout was accompanied by formal training on how to ask Kompis a good question.
‍

THE RESULTS

Kompis went live on 17 October, 2024. Within two weeks, 55 advisors had asked him nearly 1,000 questions. Eight out of ten advisors report that their workday has improved.

"That's exactly what we hoped for, that they'd have him at their fingertips." — Carina Faye Bardhaj

Outbound callbacks to customers are down, a direct consequence of advisors finding the answer on the call instead of needing to hang up and ring back. Fjordkraft estimates each advisor now saves time every day, in a baseline where 54% of advisors had been asking a colleague for help three or more times a day, with ⅓ of those advisors spending more than two minutes on each interruption.

The headline number is the one that ties back to the original service gap. Fjordkraft now expects to resolve around 17,000 additional customer issues on the first contact each year.

"Now customers get correct answers faster. I think that's a big factor in increasing customer satisfaction. Everyone now has access to the same knowledge base, quickly and efficiently. I'm confident this will benefit our customers." — Eirik Rutledal

Carina and Eirik also note that the implementation was easier than either of them expected, and they credit that to the groundwork they had already laid with Fjoogle.

Spanning everything from electricity to mobile, Fjordkraft’s teams scale their customer service by ensuring every advisor can draw on the full knowledge of the business in every call.