Byggnads saves millions with AI-powered 24/7 service
The Swedish Building Workers' Union has transformed how it serves members online. AI-powered voice and chat bots improve service quality while saving millions annually.
For several years, Byggnads has been focused on developing its digital member experience. The investment has led to greater accessibility, higher service quality, and measurable cost savings. An AI-powered voice bot, chatbot, and smart FAQ that handles recurring questions generate annual savings of over SEK 1.2 million.
An AI-driven digital transformation
Byggnads represents over 100, 000 construction workers and advocates for better working conditions, safer work environments, and strong member support. A few years ago, the union began a digital transformation to reach members in new ways, around the clock. The first steps were taken with the Telia ACE platform in 2020, where a stable technical foundation with AI-powered chatbot, voice bot, and automation was gradually established while building internal expertise.
Today, modern AI technology delivers 24/7 accessibility across chat, text, and voice that wasn't possible before.
The result is a digital member experience that combines accessibility, efficiency, and clear member value – continuously optimized with AI to create tangible business benefits.
Identity verification unlocks new opportunities
When Byggnads integrated Mobile BankID into its digital member experience, it fundamentally changed what was possible. The ability to identify callers makes conversations more secure and opens up entirely new ways to create value. With identity verification in place, the AI-powered voice bot can retrieve information directly from the membership system.
This means hold time can be used for something valuable. Identity verification through Mobile BankID also clearly identifies non-members. This allows Byggnads to ask about membership when interest is highest – when someone contacts a union, there's often a concrete need behind it.
The system hasn't been running long, but so far it's on track to recruit 175 new members per year.
Demonstrating membership value
The ability to route members and non-members through different AI-driven paths also highlights advisory services as part of membership value. For members, the voice bot can answer questions about balances, payments, reminders, working time reduction, and much more – sometimes without needing to transfer the call to an agent at all.
Nicklas explains that an important lesson from developing the digital member experience is that no single channel works for everyone. Some prefer to talk, others prefer to type or click. By offering a voice bot, chatbot, and smart FAQ based on the same AI logic, Byggnads can meet different needs and behaviors without compromising accessibility or quality.
Whether you call, chat, or search for answers on your own, you're met with the same logic, the same information, and the same member value.
What does a call really cost?
An important step in Byggnads' digital transformation has been calculating business value. The AI-powered voice bot now completes between 30 and 40 calls per day, and each automated call represents a saving of approximately SEK 160. Combined, this equals annual savings of over SEK 1.2 million.
At the same time, quality is continuously monitored. Satisfaction with the voice bot has increased from around 60 percent at launch to just under 72 percent today – and the trend continues upward. The team continuously tracks what works and what doesn't, adjusting flows, phrasing, and responses accordingly so the AI improves over time. This is built on giving staff the authority to test, change, and learn.
Learn how Telia ACE and its built-in intelligence simplifies your customer interactions.
Development continues, with deeper API integrations between the membership system and platform next on the agenda. All calls will also be transcribed and linked to member profiles. Long-term, Byggnads wants to analyze historical conversations and let generative AI learn from previous interactions.
The goal is for the system to understand what the member is really looking for, and get better over time.
About Telia ACE
Telia ACE is a contact center platform for smart conversations that covers all parts of the customer journey. With 100, 000 users and a balance between technology, innovation, automation, and human contact, Telia ACE is the market leader in the Nordics. Learn more about Telia ACE and modern customer contact.
About the Swedish Building Workers' Union
Byggnads is a trade union within LO that represents over 100, 000 professionals across approximately 90 construction-related trades, including construction, painting, plumbing, ventilation, glass, and sheet metal work.