Datalähtöisen ja AI-avusteisen asiakasohjauksen kehittämiskumppanuus

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BACKGROUND OF THE PROCUREMENT Strategic direction towards 2030 Business Finland’s Strategy 2030 has as a key objective to achieve the best customer experience in the public administration and to increase the impact of Business Finland in the renewal, growth and internationalisation of Finnish business life. Achieving the objective requires moving away from the current operating models, which are partly manual, reactive and dependent on experts, towards knowledge-led, proactive and scalable customer guidance. The goal of digitalisation is not solely to develop systems or introduce technology, but to comprehensively renew operating methods, processes and capabilities. Business Finland wants to utilise data, analytics and artificial intelligence in identifying, guiding and serving its customers, and to free up its experts’ time from background or routine tasks for more impactful customer work. At the same time, the objective is to strengthen listening to customers and to use customer understanding as part of developing services, operating models and customer relationships. Customer experience, the effectiveness of customer guidance and service usage are followed and measured…

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