Santander Consumer Bank has selected the Scandinavian artificial intelligence (AI) platform Boost.ai to power its customer-facing virtual banking agent Sandrine.

The platform will be used by Santander boost customer experience and support capabilities for its customers in Denmark.

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Sandrine leverages boost.ai’s proprietary Natural Language Understanding (NLU) technology to provide customers with instant answers on questions related to the bank’s products and services.

It automatically passes the customer’s query to a human agent if it is outside of its scope.

Launched in September 2020, Sandrine handles thousands of customer chats per week.

It already provides customer service automation solutions to banks and financial institutions in the US and Europe.

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In Norway, it was built on the success of Santander’s deployment of boost.ai’s solution.

boost.ai’s virtual agents is leveraged by financial institutions like DNB, Nordea and MSU Federal Credit Union.

boost.ai co-founder and chief commercial office Henry Iversen said: “Danish banks have typically been slow to adopt conversational AI compared to their neighbors in Norway and Sweden.

“Santander is bucking this trend and we are excited to work with them to deliver the same exceptional customer experiences through chat that our banking clients in the Nordics and beyond are creating for their customers every day.”

Santander Nordics product manager for open banking Oskar Karlsson said: “At Santander, we are eager to explore the opportunities of applying new technologies like AI.

“Our new boost.ai virtual agent, Sandrine, is part of this effort to future-proof our internal processes and provide scalable and excellent customer service.”