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This customer story reveals how Oilpoint achieved remarkable results with a powerful AI-driven solution that reduced workloads – and improved the customer experience.
Background
Oilpoint Finland Oy, a Finnish company known for its strong digital presence, had already built a high-performing website supported by giosg’s button bot and live chat. However, the growing volume of routine inquiries placed increasing pressure on their customer service team.
To address this, Oilpoint reached out to giosg in early 2025 with a clear vision: enhance customer service efficiency and provide around-the-clock support through automation.
“We weren’t dealing with a crisis — our website was already performing great. But we knew it could sparkle even more by serving customers better, around the clock.”
The collaboration began from a customer service perspective and expanded quickly, building on the company’s existing use of giosg’s tools.
The goal: Automate to Activate
From the start, Oilpoint’s objective was to automate the majority of incoming live chat conversations and create a low-threshold, 24/7 contact channel on their website.
“We wanted to make it easier for customers to get help at any time — and free up our agents from having to answer the same questions repeatedly.”
This focus on customer activation drove the entire initiative.
The Solution: AI Meets a High-Performing Website
The solution was built with giosg’s full automation toolkit — combining AI-powered Live Chat, Workflow Builder for integrations, and AI Agents as the new spearhead, replacing button bots with smarter automation. Together, these tools handle common questions automatically and activate customers through smart interactions.
While the first version of the AI Agent required some extra fine-tuning, both teams worked closely to improve it post-launch.
“AI is a good servant but a bad master — it doesn’t learn by itself. It has to be taught, refined, and fed the right data. Giosg’s team was hands-on in helping us do that.”
Thanks to strong collaboration, the solution was quickly adapted to meet Oilpoint’s needs — and continues to evolve based on customer feedback and usage data.
The Results: 90% Automation & Surging Customer Activation
The impact has been impressive: Oilpoint has achieved a 90% automation rate, automating most of the incoming chat conversations with repetitive topics, and crushing our set goal.
“We’re seeing a very high volume of conversations — which tells us customers are finding the AI chat easy to use. The automation is working exactly as intended.”
On top of that, the company appreciates being able to manage and customize the tool themselves:
“The platform is easy to use and gives us the ability to modify the AI Agent’s’s functionality ourselves — we don’t need to contact support for every small change.”
Final Thoughts
By automating repetitive conversations and making it easier for customers to connect, Oilpoint Finland Oy has taken its already strong digital service offering to the next level, creating the foundation for stronger customer loyalty.
“We’re not just handling more interactions — we’re handling them better, with less effort. And giosg has been a true partner in making that happen.”
Learn how you can do the same with giosg by booking a demo.
Read more of our customer stories here.