Banking services
Opening banking services for a child digitally
Previously, the page where the child's other guardian could sign the application to open the services was difficult to find. We received plenty of feedback on this from customers. Thanks to the feedback, we have made it easier to find the application by sending an online message to the guardian. We also made the link to the signature page more visible in the op.fi service.
We asked for feedback from each user who signed the application, and customer experience improved significantly following the changes.
Read more about how to open banking services for a child
Corporate customers can now manage account-specific access rights at op.fi
The administrator of the company’s digital services, who has the right to grant access rights to the company's accounts, can now give account-specific access rights directly in the op.fi service. The new access rights will take effect immediately and no longer require separate confirmation by the bank.
The administrator can give users access rights to one or several corporate accounts. Each account may have different access rights.
Activating e-invoicing for a company via chat
A business that wants to send and receive e-invoices needs to sign an e-invoicing service agreement. Customers that use digital services for businesses can now activate the service easily in the chat service without waiting. The agreement can include e-invoice sending, e-invoice receiving or both.
Insurance services
OP Aina assists business customers via chat
The OP Aina personal assistant also assists customers in the chat service in questions related to insurance services for businesses. Previously, corporate insurance customers could only receive assistance via the chat service with human assistance during service hours. After the upgrade, customers receive assistance for questions first from OP Aina.
If the matter cannot be resolved with the aid of OP Aina or otherwise requires further investigation, the service redirects the customer to a customer advisor. If a customer advisor is unavailable, OP Aina informs the customer when and how they can reach a human co-worker.
The AI-assisted chat provides faster assistance to customers at any time of day. Customers receive help when they need it, ensuring a smoother service experience.
OP Aina helps insurance customers activate e-invoicing
Pohjola Insurance customers can activate e-invoicing even more easily than before thanks to OP Aina. Customers have found it difficult to locate e-invoice proposals in the online service, and the solution was a new feature introduced for OP Aina.
Customers receive notification from OP Aina about new e-invoice proposals from Pohjola Insurance. The notification is shown on the customer's homepage in OP-mobile and the op.fi service. The notification opens a chat conversation with OP Aina, from which the customer can activate the e-invoice easily with a few taps. The customer is also instructed on where to find e-invoices, and how to make changes to the e-invoice order if necessary. The customer can also ask OP Aina to remind them about the matter later.
If the customer is not interested in ordering the e-invoice, they can reject the notification. In this case, OP Aina tells the customer where and how the e-invoice can be activated later. During the conversation, the customer can also ask for and receive additional information about the e-invoice proposal, its benefits, and why they are being offered an e-invoice. The customer can always ask OP Aina about other topics related to e-invoices and receive targeted support and encouragement for using e-invoicing.
Switching to digital insurance mail is now easy with the aid of OP Aina
OP Aina assists customers who still receive paper insurance mail delivered by mail and reminds customers about the option of receiving insurance mail digitally. Switching from paper mail to digital insurance mail can be done at the same time with a few taps.
If the customer wishes to activate electronic insurance mail, OP Aina guides the customer in the activation, notification settings and confirming of contact details easily in the same conversation. OP Aina also explains what electronic insurance mail means, and how the mail and settings can be found after activation.
A particularly useful feature of electronic insurance mail is that important insurance documents are automatically archived for ten years, and copies of insurance bills for six years. Electronic insurance mail also reaches the customer anywhere and at any time, whether the customer is at home or travelling. Insurance documents are found in the customer's My archive, where the customer can easily read insurance mail and print copies if necessary. Insurance mail includes policy documents, customer bulletins, product guides, as well as insurance terms and conditions.
Do you want to learn more about feedback?
Our previous news item includes additional information in the services we have improved before based on the feedback we have received.