Elitfönster
AI-Driven Customer Support for Elitfönster
AI-Driven Customer Support
Elitfönster, a leading provider of high-quality windows in the Nordic region, took a significant step forward in its digital transformation by developing an innovative, dialogue-based support and information channel for its customers: the chatbot “Elli”. The goal was to streamline customer communication and relieve the pressure on customer service, while also enhancing the overall customer experience.
Since 2005, Consid has had the privilege of collaborating with Elitfönster. In 2024, the partnership deepened as the two companies explored how artificial intelligence (AI) could create tangible value for Elitfönster’s operations. The result was not only a new AI-driven service designed to assist customers with support enquiries but also a strategic opportunity map, paving the way for future innovation.
– Together with Consid, we identified key areas where AI can make a real difference. We are proud to offer our customers fast and personalised service, while also improving our internal efficiency. This project is a clear example of how digital solutions can contribute to both customer satisfaction and operational improvements, says Emma Kikson, Head of Marketing and Business Development at Elitfönster.
To pinpoint how Elitfönster could best leverage AI, an “AI Bootcamp” was created – an exploratory workshop involving representatives from all parts of the organisation, including production, marketing, IT, and management. The aim was to build a shared understanding of the company’s needs and opportunities, and to explore potential applications of AI technology.
AI Bootcamp
The workshop focused on analysing and evaluating which areas of the business could benefit most from AI – both in terms of creating customer value and streamlining internal processes. Participants contributed ideas on how AI could enhance different parts of the operation, from production optimisation and quality control to customer service and marketing. Through structured brainstorming and prioritisation exercises, the team identified the areas with the greatest potential to deliver value.
Results and the Way Forward
The workshop resulted in a clear roadmap outlining how AI technology could be applied across Elitfönster’s business. This exploratory approach not only provided Elitfönster with a deeper understanding of AI’s potential, but also a concrete action plan enabling strategic and needs-driven implementation of the technology. Using AI to ease the load on support services and enhance the customer experience became one of several key initiatives prioritised after the workshop, with the process ensuring alignment with the company’s long-term goals and needs.
This project is a clear example of how digital solutions can contribute to both customer satisfaction and operational improvements.
Emma Kikson, Head of Marketing and Business Development at Elitfönster.
The Chatbot "Elli"
Once the initiative was identified as a priority, development began on a chatbot for the company’s website. The prototype was designed to answer common customer queries, refer complex issues to the appropriate department, and gather feedback from a small user group.
Following positive results from the initial phase, the service was developed into a full-scale solution. The final implementation of the chatbot was integrated with Elitfönster’s existing systems, enabling real-time information and seamless 24/7 customer support.
The chatbot, named “Elli” by the company, was developed with the ambition of streamlining customer service by automatically handling a substantial share of incoming enquiries. The goal is to improve customer satisfaction through fast and personalised responses, while positioning the service as a central component of Elitfönster’s digital transformation.
– AI technology opens up new opportunities for businesses to streamline processes and free up resources for more strategic, value-creating work. Our AI-driven support service is a prime example of how AI can be used to enhance both internal workflows and the customer experience, while also strengthening organisational efficiency and innovation capacity, says Emma Kikson.
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