This story shows how Vaasan Sähkö achieved 95% automation, reduced agent workload, and delivered 24/7 customer service by implementing a well-designed, brand-aligned AI Agent.
Vaasan Sähkö serves dozens of customers daily — many of whom reach out with questions that can already be answered online. The company wanted to make it easier for customers to find information independently, while reducing the number of incoming contacts and extending customer service availability beyond office hours.
“We have many matters for which customers can find answers on our website or handle themselves without contacting us through other channels. We wanted to reduce the number of contacts and guide customers to find information independently as easily as possible. The bot also extends our customer service opening hours to 24/7.”
Vaasan Sähkö had already been using giosg’s live chat on their website when, in spring 2024, the giosg team reached out about implementing a chatbot. The benefits were immediately clear, and the collaboration moved forward quickly.
The project began with the customer service team and later expanded to include communications and marketing, ensuring the chatbot would reflect the company’s brand voice and service mindset.
Their main goal is to reduce contacts related to easily solvable matters — while maintaining a friendly, customer-oriented experience and offering 24/7 support.
Vaasan Sähkö implemented an AI Agent designed to support customers around the clock and reflect the company’s approachable, service-minded brand.
“The AI Agent supports our customer service by being available to customers outside our service hours. At the same time, it reflects our brand by being friendly, delightful, and service-minded.”
From the start, the project ran smoothly.
“giosg’s Customer Success team took the lead from the very beginning, and already from the pre-study, it was clear that giosg has a good structure and experience for this kind of project.”
🔥 95% automation rate: The vast majority of chats are now fully handled by the AI bot.
🔥 Significant drop in agent-handled chats: Customer service teams can focus on emails and more complex inquiries.
🔥 24/7 support for customers: Instant answers are available anytime, improving customer experience.
🔥 Efficiency & satisfaction boost: Both agents and customers benefit — reduced workload and faster, seamless service.
The results exceeded expectations.
“The automation rate of the bot has been a big surprise. During service hours, the number of chats handled by agents has dropped significantly.”
Customer service agents now focus primarily on emails and more complex inquiries, while customers enjoy instant answers 24/7 — a win-win for both efficiency and experience.
On the day of go-live, an unexpected issue occurred with the integration to the contact management system. However, giosg and Vaasan Sähkö’s teams quickly put a temporary solution in place and worked with the system provider to correct the issue. This fast collaboration ensured a smooth launch with minimal disruption.
“The cooperation has gone very well, and our requests have been addressed immediately.”
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