“Lundvig has become a natural part of the team”

Lunds Kommuns Fastighets AB (LKF) has a clear goal: it should be easy for residents to get in touch and receive help. But in recent years, the pressure on the customer center has increased. This raised a clear challenge:

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“How do we improve accessibility without increasing staffing?”

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"We want to be available when our customers need us. But we also need to be smart with our resources. That’s what led us to explore AI," says Hannah Billberg, Customer Center Manager at LKF.

AI that feels human

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In spring 2024, LKF began evaluating AI solutions.

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And one requirement was non-negotiable:

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The AI had to provide correct answers, while maintaining the same friendly tone as their human service staff.

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"It was important for us to find a partner who really understands how crucial it is that the AI responds accurately and with the same warm approach as our customer service team," says Hannah.

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After evaluating several options, LKF chose Ebbot.

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"When we compared the alternatives, it was clear that Ebbot understood our needs — both in terms of control over the responses and ensuring the AI feels helpful, friendly, and aligned with our way of communicating."

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Launching Lundvig

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The AI agent Lundvig was launched on lkf.se in March 2024.

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Powered by generative AI via EbbotGPT™ and trained on LKF’s website content, Lundvig assists visitors with common housing-related questions.

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When an inquiry requires human support, Lundvig smoothly hands the conversation over to a human customer service representative via live chat. The customer doesn’t need to repeat their question — and the transition feels seamless.

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"Lundvig has really become a natural part of our customer center — and a very appreciated “colleague”," Hannah says.

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Improving every day

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One of the people who works most closely with Lundvig is Anja Boban, Customer Service Representative and Digital Support Specialist at LKF.

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"I see myself a bit like Lundvig’s personal trainer," Anja says.

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"I review the questions he gets, how well he answers them, and where we can clarify or update the information he relies on. That way, he gets a little better every day."

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This ongoing work has also provided valuable insights to the organization.

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"By seeing what customers actually ask about, we gain a deeper understanding of their real needs. At the same time, we’ve also sharpened how we write and communicate — clearer, kinder, and more supportive."

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Measurable results

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The impact of Lundvig is already clear:

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• Around 80% of all chat interactions are handled entirely by Lundvig.
• Nearly half of these conversations happen outside office hours.

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This has:

• Increased accessibility for residents
• Reduced incoming phone calls in certain categories
• Contributed to an improved service satisfaction index

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"It’s very clear that Lundvig makes a difference," says Anja.

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"Customers get quicker help, and we get more time for the cases where human support really matters."

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The journey continues

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Next, Lundvig will be integrated with LKF’s property system, Vitec Arena, enabling him to assist logged-in customers on Mina sidor with more personal matters.

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"We see this as an ongoing journey. Just like new colleagues learn the work over time, so does Lundvig. We’ll continue developing together," says Hannah.

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👉 Read the full case study here.

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About Ebbot

Ebbot is an Agentic AI platform designed for large-scale service automation. Built to meet the needs of regulated industries, Ebbot is trusted by more than 200 companies to deliver outstanding service experiences for both customers and employees.

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About LKF

Lunds Kommuns Fastighets AB was founded in 1947 and is fully owned by the municipality of Lund. Its mission is to provide high-quality housing for residents at a reasonable cost.