Skiforeningen

Skiforeningen was our first customer to go live with KonversAI — on both skiforeningen.no and holmenkollen.com. The story behind the start is no classic sales process: the contact arose informally, through a chance meeting, before it turned into an actual pilot.

The starting point

The starting point was demanding. One person in customer service, up to 300 phone calls daily during peak season, and 70,000 members to follow up. During the most intense periods, the pressure was so great that Skiforeningen had to bring in temporary staff and reassign regular employees from other areas of responsibility to keep up with the inflow of customer enquiries. Skiforeningen had already tried to solve this themselves through their own tests with AI and various language models (LLMs), but none of those attempts had made it into production.

Testing against their own prototype

When they tested KonversAI against their own earlier AI- and LLM-based attempts, the difference was clear: the first test version performed 70 times better than the solutions they had tested themselves — the origin of the quote below.

Breadth, not just speed

What surprised them most wasn't just the speed — it was the breadth. On skiforeningen.no, the assistant handles everything from membership questions to highly weather-specific enquiries. One concrete example: questions about whether the zip line is open are notoriously hard to answer, since it's weather-dependent — but once the assistant was connected to a weather service, it can now answer with good accuracy instead of escalating every time.

Not entirely friction-free

It hasn't been entirely friction-free — early in the rollout, the assistant occasionally switched to Danish during a language mix-up. That was quickly fixed together with the KonversAI team, and hasn't recurred.

Different patterns on Holmenkollen.com

On Holmenkollen.com, the patterns look different. There, Norwegian visitors ask short, keyword-based questions — "ski conditions" is a typical example — while English and German visitors ask more complex, composite questions. Volume is lower than on skiforeningen.no (15–20 enquiries daily versus up to 300 phone calls), but the range of question types is wide: everything from practical questions ("do you have gluten-free waffles?") to the seasonal peaks around invoicing, such as when 20,000 invoices go out in June.

What remains

Based on that winter's data, the team initially estimated that around 40% of enquiries could likely be automated, while roughly 30% would still require a human — a picture of how much remained to be built out, not just what had already been solved.

The result today

Since then, the automation rate has kept climbing and has now passed 70% overall for Skiforeningen. The need to bring in temporary staff or reassign regular employees during peak season to handle incoming customer enquiries is gone — the assistant now covers that volume on its own.