Reis Nordland was getting many of the same questions every day. The aim was to give travellers faster answers and free the contact centre for the work that genuinely needed people.
The solution was chosen through a public tender and delivered together with a certified partner. The chatbot absorbed the repeat questions and gave specialists more time for the demanding ones. The result took third place in Dataforeningen's insight award and was covered by both IBM and Shifter.
The solution has since been extended to the whole of nfk.no. The knowledge is organised into clear areas with named owners, while an internal group uses the conversation logs to improve the content as they go.
What started as one concrete need has become a shared foundation that can grow with the county.