Resurs Bank Partners with Synerity to bring AI-powered support to Nordic customers

Resurs Bank serves consumers, retail finance merchants and corporate customers across Sweden, Norway, Denmark, and Finland with financing services such as part payment options, loans, cards, savings and more. Its customer care operation supports customers across several markets and channels, including phone, chat, secure messages, and email.

Before Zendesk, the bank had no unified support system. Customer conversations sat across separate tools, limiting the team’s ability to understand why customers were getting in touch and where support could improve.

Resurs Bank began working with Synerity on a proof of concept in March 2025, followed by a thorough evaluation. After selecting Zendesk in July, a cross-functional team spanning customer care, product, engineering, legal, and data protection worked with Synerity on the implementation. The first market went live with essential chat in mid-October. By December, Customer Care was live across all markets with AI Agent, live chat, and secure messaging through the Help Center.

“We were up and running in four months,” says Pernilla Klarqvist, Head of Customer Care at Resurs. “We now have 56 percent of our customers on a digital channel. We have a unified work system. We have the data.”

Using AI to resolve more customer questions

With the new platform in place, Resurs introduced an AI Agent to help customers quickly find answers to their questions. Today, the AI Agent handles a significant share of customer interactions and resolves 77 percent of the conversations that reach the bot, while maintaining a high level of customer satisfaction.

The results demonstrate the potential of AI as an integrated part of customer service and provide valuable insights into where automation can create the most value. Resurs is now using these insights to identify additional customer journeys that can be automated, with a particular focus on secure messaging and other high-volume interactions.

At the same time, the move towards digital channels is creating new opportunities across the Nordic markets. With customer interactions managed in one platform, agents can support customers across markets and languages, creating greater flexibility in how customer service is delivered.

“A Swedish colleague can support a Finnish customer, and vice versa. That flexibility across our Nordic markets is a major step forward for us.”

A more connected, data-led operation

Moving customer conversations into one system has changed how the team works. Customer care now has a unified view across phone and digital channels, with digital interactions having grown to represent more than half of customer contacts. The bank can use conversation data to identify contact drivers and share useful insights with commercial and product teams.

“Now when we can present fact-based data—our voice is really powerful,” Pernilla says.

That shared view of customer needs is also helping Resurs support its agents. Copilot offers translation and tone-adjustment tools, making it easier for colleagues to serve customers across markets. It also surfaces relevant knowledge as they respond to customers. “It’s like night and day. Before, agents had to search for articles themselves. Now, Agent Copilot helps surface relevant articles and answers while they’re helping customers,” Pernilla explains.

Beyond supporting individual agents, the platform gives Resurs better insights into customer interactions and helps the team understand why customers are getting in touch. This provides a stronger data foundation for improving the customer experience and making more informed decisions. Resurs continues to develop how these insights are used across Customer Care.

The implementation is now moving into a governance phase, with further work underway on knowledge quality, agent adoption, insight, and workforce management.

Working as one team with Synerity

Its local presence in Helsingborg and straightforward advice was one of the main drivers to partner with Synerity. The bank wanted a partner who could speak its language, understand the requirements of Swedish banking, and be available in person.

Jesper Zachrisson, Senior Solution Strategist & Co Founder of Synerity, became its consistent point of contact, working alongside the bank’s cross-functional team through implementation and beyond.

“We wouldn’t be where we are today without that help,” Pernilla says.

That hands-on relationship has continued after go-live. Synerity continues to work closely with Resurs, collaborating with architects, process managers, and engineers as the platform moves into governance. Together, they are adapting the system to the bank’s evolving needs, including rebuilding workforce management workstreams to fit Nordic working-time requirements. The focus is on supporting current users while continuing to develop the platform.

Looking ahead

Resurs plans to build on its early AI results by improving the knowledge base, increasing Copilot adoption, and expanding automation into secure messages. The team will continue to use operational data to guide where AI can help customers and where human support remains important.

“We’re slowly entering a governance phase, taking care of existing users while heavily evolving the system at the same time,” Jesper Zachrisson says.

For Pernilla, a major achievement has been bringing the customer care operation together quickly and creating the data foundation to keep improving it. The bank’s next phase is focused on making that foundation work harder for customers, agents, and the wider business.