Telmi, Telenor Norway’s very own chatbot, was ‘born’ on 29 January 2019. From its first day of operations to the time of writing, the AI robot has handled more than one million customer inquiries.
“It’s been a fascinating journey so far, and the number of Telmi users has steadily increased since we launched it,” says Lossius, adding that the chatbot processed more than 630,000 customer inquiries in 2020.
“According to our estimates, this will increase by 10 percent in 2021, as we continue implementing Telmi in other Telenor Norway services. For 2023, our goal is for Telmi to process more than 770,000 customer inquiries.”
The introduction of Telmi into new services requires a lot of calibrating and updating of the chatbot’s algorithm.
“We constantly train Telmi to get better at recognising new words, meanings, questions, and to better interact with both our internal systems and with humans. Because, as I said earlier, humans are unpredictable.”