Success Story: Streamlining Finnish National Language Certificate Administration with Conversational AI
Success story with Matrix42 Intelligence
Initial challenge
The Finnish National Agency for Education, a national development agency under the Ministry of Education and Culture, is facing an escalating challenge in meeting the growing demand for National Certificate of Language Proficiency tests. These exams are critical for a variety of purposes, including applying for Finnish citizenship, securing employment, and pursuing further education.
In recent years, demand has far exceeded the number of available test slots—particularly in major urban centers such as Helsinki, Tampere, and Turku—where sessions are often fully booked within minutes of opening. This shortage has become a barrier for many residents, especially immigrants, who depend on timely certification to advance their personal and professional goals.
The surge in demand is driven by factors such as increased immigration, heightened awareness of language requirements, and limited testing infrastructure. At the same time, the agency’s support team has been inundated with inquiries, receiving hundreds of calls and emails—especially during registration and test days. On peak days, a single staff member received over 100 calls in just one hour, overwhelming the small team responsible for responding to the public. Upcoming legislative changes in Finland are expected to further expand the pool of eligible test participants, placing even greater strain on existing resources. To address this, the agency urgently needed a solution to reduce repetitive inquiries and provide users with timely, accurate information at scale.
Why Matrix42 Intelligence was the right solution
The Finnish National Agency for Education, already a satisfied Matrix42 ITSM customer, chose to implement Matrix42 Intelligence solution for Conversational AI, specifically Matrix42 Knowledge discovery, for several compelling reasons:
- Effortless implementation: Unlike traditional chatbots that require significant setup efforts, such as identifying common questions and pre-defining scenarios, Matrix42 Knowledge discovery effortlessly leveraged existing information from the customer’s website. This minimized the workload for the support team and ensured a smooth start.
- Scalable performance: Designed to handle high volumes of inquiries, the AI solution effectively manages growth without the need to increase headcount.
- Purpose-built for real-world needs: Unlike generic AI tools, Matrix42 Intelligence is designed to deliver relevant, high-quality answers based on organizational knowledge — helping teams work more efficiently and serve their audiences better.
AI Knowledge discovery in action
The Matrix42 Knowledge discovery solution was introduced to streamline communication for the National Language Proficiency test.
Matrix42 Knowledge discovery transforms how organizations access and utilize their knowledge. With advanced conversational AI, customers or employees can find accurate answers instantly, eliminating the frustration of searching through multiple systems and documents.
Gone are the days of navigating confusing or endless documentation or waiting for support. By combining Retrieval-Augmented Generation (RAG) and Generative AI, Matrix42 Knowledge ensures answers are easily accessible.
It primarily focuses on answering common questions, such as:
- Test registration practicalities
- Exam date modifications
- Availability of test slots in different cities
- Result timelines
The AI solution was embedded on the National Language Proficiency test registration page and made accessible in multiple languages. Critically, the AI solution was tailored to focus solely on test-related inquiries, ensuring well-grounded, relevant responses. Complex or sensitive issues (like complaints) require human expert intervention.
Results and business impact
The organization has already noticed meaningful improvements:
- Insight into customer needs: They have now actionable data on the most common inquiries received. This data is invaluable for refining the website’s information and improving communication, reducing the need for repetitive customer support inquiries.
- Operational efficiency: By redirecting routine questions to Matrix42 Knowledge discovery, customer support team can focus on more complex tasks and inquiries requiring human expertise.
- Enhanced user experience: Users now receive instant responses to generic questions, significantly reducing wait times and frustration.
Annika Grönholm, a representative from the Finnish National Agency for Education, praised Matrix42 Knowledge discovery solution, saying, "It has worked well overall. I am happy with it."
The organization is now addressing the increased demands without overburdening its support team.
The key to success
The foundation of this success lies also in the quality of existing website information. The instructions and FAQs were already well-structured and comprehensive, eliminating the need for extensive adjustments before integrating the AI solution.
Unlike traditional chatbots, which are labor-intensive to set up and require pre-defined scenarios, Matrix42's Knowledge discovery only needed existing documentation. Once deployed, the conversational AI solution started answering user queries with minimal additional input.
Matrix42 AI-powered solution has proven to be a game-changer, showcasing how intelligent automation can empower organizations to overcome challenges and deliver better service at scale.
Does your organization face similar challenges? Discover how Matrix42 Knowledge discovery can help streamline operations and deliver a seamless experience for your users.
Learn More About Matrix42 Intelligence.
Matrix42 is the European Choice, offering local expertise and innovative solutions. Together with partners we deliver services in the customer’s language, ensure data privacy with compliant cloud solutions, and provide fast, reliable support from nearby experts. With ethical AI and transparency, we are a trusted partner for businesses in Europe.
