The problem
Danske Bank’s Customer Direct team already had access to a searchable knowledge base, but finding the right information during live customer interactions often relied on agents manually searching for answers or seeking support from colleagues and managers.
This created inefficiencies across the operation, with customers being placed on hold, repeat contacts increasing pressure on queues, and valuable coaching time being spent delivering broad training that wasn’t relevant to everyone.
The solution
Since 2021, Danske Bank has used Clever Nelly to strengthen employee competence, improve customer outcomes, and evidence ongoing regulatory compliance across its Customer Direct operations.
Today, nearly 700 employees across the bank use Clever Nelly to continually reinforce critical knowledge in the flow of work, helping teams deliver better customer experiences while reducing wasted training time and improving operational performance.
The results
With a 98% engagement rate since launch, the impact has been significant:
- Improved First Contact Resolution (FCR)
- Faster speed to answer
- Targeted coaching based on real competency data
- Reduced repeat customer contact
- Ongoing evidence of employee competence and compliance