Nordea has chosen Estonian start-up Feelingstream’s artificial intelligence (AI) software to speed up response times for customers.

Feelingstream’s AI solution analyses and categorises messages sent by customers so they can be forwarded automatically to the right person or unit in Nordea for further processing. The software can analyse hundreds of messages per second.

The solution will first be released in Finland and then to other Nordic countries at unspecified points in time.

Sari Tempakka, head of remote service and advice Finland at Nordea, says Feelingstream’s application “will allow us to respond to our customers’ queries faster than before, which will generate positive experiences”.

Nordea chose Feelingstream following a pilot that was run last year. Arto Kulha, programme manager at Nordea Accelerator, adds that its accelerator hosted in 2015–2016 “laid the groundwork for a good partnership with Feelingstream”.

Nordea has also been busy on the innovation front, with activities via fintech hubs in Stockholm, Helsinki, Copenhagen and Oslo.