Conversational AI supports Norway's COVID response

Summary

Vendor case study documenting NAV's use of the Frida chatbot during the COVID-19 pandemic. Reports that Frida answered over 270,000 citizen inquiries within weeks, with 80% resolved without human escalation, handling workload equivalent to 220 full-time advisors during peak traffic. Documents the six-person AI Trainer team's role in maintaining Frida's knowledge base with multiple daily updates. Includes statement from NAV's Contact Centre Director on the system's critical importance during the crisis.