Datalähtöisen ja AI-avusteisen asiakasohjauksen kehittämiskumppanuus

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PROCUREMENT BACKGROUND Strategic direction towards 2030 A key objective of Business Finland’s Strategy 2030 is to achieve the best customer experience in the public sector and to increase Business Finland’s impact in the renewal, growth and internationalisation of Finnish business life. Achieving this goal requires moving from today’s partly manual, reactive and expert-dependent operating models towards data-driven, proactive and scalable customer guidance. The objective of digitalisation is not solely to develop systems or introduce technology, but to comprehensively reform operating methods, processes and capabilities. Business Finland wants to use data, analytics and artificial intelligence in identifying, guiding and serving its customers, and to free up its experts’ time from back-office or routine tasks for more impactful customer work. At the same time, the aim is to strengthen listening to customers and using customer understanding as part of developing services, operating models and customer relationships. Customer experience, the effectiveness of customer guidance and the usage of services are monitored and measured systematically so that the activities can be…

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