Redefining clients request to deliver a better solution

Pension fund APG approached GRRR with a request to develop a smart interface in order to build a better relationship with its customers. GRRR immediately noticed that a one-way flow of information, which is often seen in interfaces, does not create a connection between the customer and the company. Therefore, GRRR proposed developing an alternative solution.

Through various tests and research using Design Thinking, two groups were identified: people with questions about their pension and experts who were willing to share their knowledge. This led to the creation of ‘Kandoor,’ a platform for and by customers that forms the APG community for pension-related questions.

To enhance the efficiency of this platform, an artificial intelligence bot was developed, ahead of its time. If the bot is unable to answer a customer’s question, the customer is advised through a one-on-one conversation with an expert. The AI bot learns from these conversations and can provide the correct answer to the next customer. As this has been running for years, APG is miles ahead of competitors who are now also investing in AI. As of 2022, 2.4 million people have been helped by Kandoor.

Read more about this case, here.