Elisa deploys AI solutions to streamline customer service operations
Finnish telecommunications operator Elisa is integrating machine learning and AI tools to reduce manual workloads for customer service agents.
Elisa’s data and AI unit is currently focusing on automating administrative tasks to improve operational efficiency. Data Scientist Maria Kalimeri reports that the company has implemented an automated classification model for customer interactions, which uses generative AI to assist staff in documenting service calls, thereby allowing agents to focus on direct customer engagement.
The development process relies on inter-departmental collaboration and technical partnerships, notably with Google, to accelerate the adoption of new technologies. According to the company, these partnerships are vital for maintaining technical agility within a large organization.
In addition to operational support, Elisa is utilizing large-scale data analysis to power customer-specific service recommendations. The company aims to transition toward more AI-native processes, with the stated goal of offloading repetitive tasks to algorithms and enabling employees to prioritize high-value problem-solving.