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“We’re saving at least 2,000 EUR every month.”
With the AI agent Solvi, Sollentunahem support tenants around the clock – and in the language each person feels most comfortable with. The result: shorter waiting times, more accessible service, and a cost saving of over 20,000 SEK per month.
Sollentunahem is one of the municipality’s largest housing companies, home to thousands of households, family situations, and everyday lives.
But like many similar organizations, their customer service was tied to office hours.
At the same time, Sollentunahem knows that questions about housing don’t follow a schedule.
They arise when people get home from work, after the kids are asleep, when something happens in the laundry room, or when you finally get a moment to deal with something you’ve been thinking about.
“We know our tenants live different lives, with different working hours and different needs. Not everyone can contact us between 8 and 5.”
— Clara Rundgren, Communications Lead at Sollentunahem
So, when Sollentunahem’s board decided to invest in AI, customer service became the natural place to start.
It was where the need was greatest – and where value could be created quickly.
Why Sollentunahem chose Ebbot
Like many other housing companies, Sollentunahem had previously tried AI chatbots that didn’t deliver a good experience – and were difficult to maintain.
But after several recommendations from other housing providers, they were introduced to Ebbot:
“We heard from several in the industry that Ebbot is very strong in the housing sector. And we noticed that right away. Plus, your platform is constantly evolving — new features keep coming, and we feel you really listen to our needs.”
During the first meeting, the team saw how Ebbot’s AI agent could be trained on Sollentunahem’s own website content – and start giving relevant, helpful answers within seconds.
“It was a wow moment. We looked at each other and said: okay, let's do this!”
Solvi moves in
After a few weeks of setup, the AI agent Solvi launched in spring 2025.
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She was placed both on sollentunahem.se and inside “My Pages” through an integration with the Vitec Arena property system. This means Solvi is available exactly where tenants already go to look for information – not as a separate support channel.
Solvi can answer common housing-related questions and automatically adjust her language to the user.
And the value of having Solvi available 24/7 became clear quickly:
On average, 58% of all chats Solvi handles take place outside regular support hours.
“That’s where we see the value most clearly. Those tenants would otherwise have had to wait until the next working day. Now they get help right away.”
Insights that drive improvement
The work with Solvi continues after launch via Ebbot’s analytics tool, AI Insights.
There, Clara and the team follow how Solvi is being used — which questions repeat, how tenants respond, and where communication could be clearer.
When something isn’t working as intended, they adjust both Solvi’s responses and the content on the website.
“AI Insights helps us improve both Solvi and our own communication. We’re seeing patterns we never saw before.”
In this way, Solvi has become a tool not just for support — but for operational development.
Concrete cavings
Beyond accessibility and insight, Sollentunahem has also seen clear financial impact.
With the help of AI Insights, the company can calculate how much time and cost automated interactions correspond to.
The result: At least 20,000 SEK in cost savings– every month.
And this number grows as usage increases.
But Clara emphasizes that the cost savings aren’t the main point.
“The biggest win is that our tenants don’t have to wait. The fact that we save money too is just a bonus!”
What’s next
The plan is to continue building on the Vitec Arena integration so Solvi can support personal matters as well – such as invoice questions, queue points, and maintenance requests.
And if a case needs human assistance, Solvi will soon be able to hand it over seamlessly to a customer service agent via Ebbot Live Chat – ensuring a smooth transition from AI to human support.
👉 Read the full case study here.
About Sollentunahem
Sollentunahem is a publicly owned housing company in Sollentuna, responsible for building, managing, and renting homes and commercial spaces, while contributing to safety and community in the area. The company manages around 5,800 apartments.
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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