DNB is transforming customer service around connected journeys, using AI to reduce routine work and give advisors more time to focus on customers. By migrating to Genesys Cloud while innovating its experiences, Norway’s largest financial services group has reduced after-call work by 50%, and 95% of customers now opt into AI-supported advisor conversations.
50% reduction
in after-call work
80% of AI-generated call summaries
accepted without advisor edits
95% customer opt-in
to AI-assisted advisor conversations
DNB, Norway’s largest financial services group, has set an ambitious North Star for its experience transformation: 100% customer satisfaction. The goal reflects a changing reality for DNB.
“We see that customers are calling us less and less each year, and sometimes they’re just calling us once or twice a year,” said Niro Roman, Product Lead for Contact Center at DNB. “Those conversations are so important for us. That’s why we set the North Star of delivering 100% customer satisfaction in each conversation we have with the customer.”
For DNB, those increasingly rare conversations are more than service interactions. They’re opportunities to strengthen customer relationships, provide personalized advice and create business value.
“If we want to remain the market leader here in Norway, we need to deliver the best customer experience,” adds Trond Prestø, Head of Contact Center at DNB. “Everything is digitalized, so it’s more important than ever to deliver top customer satisfaction in every interaction.”
Today, DNB is building its customer service model around that reality. Instead of managing voice and digital interactions as separate channels, the bank is working toward connected journeys in which context follows the customer and AI handles more routine work so advisors can concentrate on providing advice and addressing complex needs.
“If we want to remain the market leader here in Norway, we need to deliver the best customer experience. Everything is digitalized, so it’s more important than ever to deliver top customer satisfaction in every interaction.”
Trond Prestø
Head of Contact Center, DNB
Delivering on its ambition for 100% customer satisfaction required DNB to rethink the technology foundation supporting its customer experience.
Its previous on-premises Genesys environment had become complex through extensive customizations and integrations. Making changes became difficult, which slowed DNB’s ability to respond as customer expectations and technology evolved.
“We’d painted ourselves into a corner,” said Prestø. “At the same time, customers were moving on, becoming more digitalized and having new expectations for us.”
DNB moved to the Genesys Cloud™ platform with a plan to standardize wherever possible rather than rebuild its previous customizations.
Over 12 months, DNB migrated about 3,400 users in phases while simultaneously introducing new capabilities, allowing the bank to begin realizing value from AI and automation while its broader transformation was still underway.
Moving at that pace required DNB to rethink more than technology. It brought risk, compliance and security into the process early, creating a governance model designed to support faster innovation while maintaining the controls required in financial services.
Staying close to out-of-the-box functionality also helped DNB move fast — and provided the flexibility needed to focus on streamlining journeys versus just optimizing individual channels.
“We don’t think of it as channels anymore,” said Prestø. “We think of it as customer journeys that go between these things that we used to call channels. It’s important that we use data to make those journeys more automated and efficient, but also more personal for customers and advisors.”
“We don’t think of it as channels anymore. We think of it as customer journeys that go between these things that we used to call channels. It’s important that we use data to make those journeys more automated and efficient, but also more personal for customers and advisors.”
Trond Prestø
Head of Contact Center, DNB
DNB initially directed its AI efforts toward a practical goal: reducing the routine work that takes advisors away from customers. Genesys Cloud Agent Copilot is central to that effort. After a successful pilot, DNB rolled it out for 1,200 advisors.
Agent Copilot supports advisors during conversations by surfacing relevant knowledge and automates afterwork by creating interaction summaries. That’s led to a 50% reduction in after-call work, returning time that advisors can spend focused on customers.
DNB is also improving the quality of those summaries through continuous testing and advisor feedback. Initially, about 50% could be accepted without changes. Withina month, that figure had risen to 80%.
Using a test-and-learn approach extends to advisor adoption. The bank’s “70% people, 20% technology, 10% AI” operating model reflects the principle that even the best AI will deliver little value if employees don’t use it effectively. DNB works with advisors to identify what needs improvement, adjust prompts and continually refine the experience.
“If we make all the cool stuff and nobody knows how to use it, we don’t get the result we want,” said Niro Roman, Product Lead for Contact Center at DNB. “We spend a lot of time when we roll out new capabilities making sure advisors are actually using them.”
That focus is helping DNB shift advisor time away from repetitive administration.
“The biggest value for the bank is that advisors are much more there for the customer,” added Prestø. “AI now handles some basic tasks, so advisors can be more present in — and add value — to each conversation.”
DNB’s longer-term goal extends beyond improving individual interactions to building journeys where context travels with the customer. For example, a virtual agent can summarize an initial conversation and pass that information to Genesys Cloud Agent Copilot for the advisor. If additional processing is required, work automation routes the case to back-office teams while maintaining continuity.
“The customer journey is why we started with all these capabilities,” said Roman. “It all comes around to one big journey, where we have the full note on every touchpoint and can follow it.”
“The customer journey is why we started with all these capabilities. It all comes around to one big journey, where we have the full note on every touchpoint and can follow it.”
Niro Roman
Product Lead for Contact Center, DNB
As DNB expands its use of AI, maintaining customer trust is a top priority.
The bank has been transparent with customers about its use of Agent Copilot and why it’s being used. So far, 95% of customers are opting into AI-supported advisor conversations.
“The customers need to trust us, and our advisors need to trust the tools they’re using,” said Prestø. “The transparency of the solution is important, and I also see great trust in the customer base.”
Trust will become even more important as DNB expands the role AI plays in customer journeys.
The bank is exploring agentic virtual agents that could move beyond answering questions to completing actions, while maintaining the controls required in financial services. It also sees opportunities for agentic capabilities to carry out processes on behalf of advisors, allowing them to remain focused on the customer.
As DNB continues to expand its use of AI, the bank is targeting first-contact resolution of 80% to 90%, while continuing to reduce after-call work and handling time. Additionally, DNB predicts that using agentic virtual agents will reduce 20% of the traffic coming into the contact center.
Those efficiency improvements support a broader objective: strengthening customer relationships by giving advisors more time for the conversations that require their expertise.
For Prestø, that is where the transformation ultimately leads.
“Advisors are getting superpowers,” he said. “They can be much more present with customers and deliver more value in each and every conversation. The result will be happier customers and happier employees.”
To learn more about the solutions featured in this case study, visit www.genesys.com.
