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LKF’s journey to always-available tenant support with AI
Industry
Public housing
Markets
Sweden
Use cases
Customer support
Keeping service open when the doors are closed
Lunds Kommuns Fastighets AB (LKF) manages more than 11,000 apartments and handles thousands of customer interactions every day – everything from rent questions to maintenance requests.
With many recurring inquiries coming in by phone and email, the customer service team was looking for a smarter, more digital way to provide quick and reliable help – without losing the personal touch that’s so important to LKF.
Make support more accessible to tenants – even outside regular business hours.
“We wanted to make it easier for our customers to get help, even when our service team isn’t online”
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A digital colleague that’s always available
In spring 2024, LKF launched their AI Agent Lundvig.
Lundvig lives on lkf.se and helps customers with everything from general housing questions to basic troubleshooting. When a question is more complex, the case is smoothly handed over to a huamn customer service representative – creating a seamless experience between AI and human support.
To ensure quality and accuracy, Lundvig is continuously trained by the team at LKF – with Anja, one of their customer service representatives, acting as his “personal coach.” She reviews conversations, updates content, and fine-tunes the Agent's knowledge base to make sure answers are helpful, accurate, and written in a warm, human tone.
"The best thing about Lundvig is how well he complements us. He takes care of the quick and simple questions, so we can spend more time giving personal attention to the cases that really need it"
When better service meets real impact
High Resolution Rate
Lundvig resolves around 80% of all incoming chats directly, without the need for a human agent.
Greater Availability
Almost half of all chats (48%) take place outside regular opening hours, meaning customers now can get help right when they need it, without waiting until the next business day.
Operational insights
Insights from chat interactions help LKF improve information, workflows, and internal processes.
Low Negative Sentiment
Fewer than 10% of interactions show any signs of frustration or dissatisfaction — an exceptionally strong result for an AI-driven support solution.
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