<blockquote>This article was first published on Shifter.no (04.08.2025). It can be read in full <a href="https://www.shifter.no/nyheter/skal-hjelpe-dnb-a-redusere-15000-daglige-henvendelser/406089">here.</a></blockquote>‍“We see that many of the inquiries could have been solved by the customer himself,” says Rose Paulsen, project manager at DNB. ‍DNB receives an average of 15,000 inquiries from customers every day. Now the big bank will be helped by start-up company Kakadu, initially through a pilot.Kakadu creates simple digital tutorials and collaborates with <a id="" href="https://www.shifter.no/nyheter/kakadu-inngar-avtale-med-tibber-vi-jakter-selskapene-som-gar-foran/386983">technology company Tibber</a> and <a id="" href="https://www.shifter.no/nyheter/kakadu-lander-avtale-med-bankid-vi-hadde-ikke-klart-a-flytte-800000-kunder-uten-deres-hjelp/361057">BankID</a>. The company has also obtained <a id="" href="https://www.shifter.no/nyheter/det-begynte-med-en-epost-til-et-fond-i-silicon-valley-na-har-de-fatt-en-millioninvestering-tilbake/277433">million investment from Silicon Valley</a>.“We want to simplify digital, make it more visible and teach customers how to do it in a simple way. Here Kakadu is worth gold,” Paulsen says.<h3 id="">Will set a new standard </h3>Kakadu says the deal has great value in several ways.“DNB is one of Norway's largest banks, with services that reach the entire population. They have great innovation power and really skilled people, who we get the pleasure of working with,” says Ingvild Erøy, entrepreneur in Kakadu.“Our ambition is to bring the banking and finance industry together around a new standard for digital guidance. With the customer list we have now, it's safe to say we're well underway,” Kakadu says.‍<h3 id="">30,000 are asking the same </h3>One of the things DnB customers most often need help with is blocking cards, approving e-Invoices and BankID. These three Kakadu has now created tutorials on. Paulsen says that DNB receives 300,000 inquiries about BankID in a year. Kakadu has done a case study for bank customer guidance, where the company has calculated that one customer support call costs NOK 300, and that 90 per cent of customers will be able to get help from Kakadu's guides. “Thus, companies can save a lot,” says Ingvild Erøy, one of the entrepreneurs in Kakadu. DNB will disseminate information such as the guides to Kakadu by means of SMS, on the website, via bank advisers and in response in the chat bot on the website.‍<h3 id="">To be tested until September </h3>We are trying to make it accessible on all surfaces. Our customers will be very happy if they can solve things on first contact, so we are working to achieve that in cooperation with Kakadu,” says Paulsen. The guidance will be tested until September and the bank will measure the results achieved, before it is appropriate to proceed with a fixed annual agreement with Kakadu. Erøy says that DNB was clear that a pilot was important before an eventual acquisition of an annual license. “We have opportunities to do pilots in cooperation before purchasing an annual license. It's about getting started quickly to help people,” says Erøy.‍‍‍

Kakadu has signed an agreement with DNB for digital guidance for private customers

Aims to help DNB reduce 15,000 daily inquiries 

<blockquote id="">This article was first published on Bankshift.no and can be<a id="" href="https://www.bankshift.no/nyheter/inngar-nytt-teknologi-samarbeid-det-kan-spare-bade-kunder-og-radgivere-for-en-darlig-samtale/366600">read here.</a></blockquote>‍BN Bank and Kakadu have partnered to reduce digital outsourcing gap. The collaboration involves the bank usingKakadu's tool to create step-by-step guides to help digitally insecure customers, while relieving customer service.‍An example is how to digitally sign a document. It can be complicated to explain to customers when we are not sitting together and it is difficult to make them confident in the process over the phone. That's why we have created a supervisor at Kakadu that we can send to our customers,” Signe Jepsen at BN Bank explains to BankShift.‍It is she who creates the guides that are located both on the websites of BN Bank and on Kakadu's websites. The cooperation, which is in its initial stages, has already yielded good results. In the first three weeks, the supervisors had 37,514 page views, and 96 percent of users reported getting the help they needed.‍Head of the call center at BN Bank, T om Erik Jordhøj, points out that supervisors should not replace customer advice.‍“Digital outsourcing is a problem that is increasing in scope. T technology is evolving at an ever faster pace and can be demanding to keep up, even for those under 70 years of age. That's why we create these guides. Customer advice by phone on, for example, digital signing can last for 30-40 minutes. Here, supervisors can be a better option and it can save both clients and advisers from a bad call, says Jordhøj.‍<h2 id="">Not effective with video</h2>Kakadu already has experience from cooperation with BankID, and BN Bank knew about the platform before the partnership started. Kakadu offers a solution that allows banks to create and publish supervisors without the need for their own developers.“When Kakadu was started in 2020, during the pandemic, the starting point was that there had to be a better way to teach digital skills. We quickly found that videos are often uneducational and costly to produce. With Kakadu, users can easily follow the visual steps at their own pace,” explains Kakadu Product Manager Tina Rødland.‍Jordhøj and Rødland, point out that the companies share common values and the same goal of digital inclusion. It is BN Bank itself that creates and updates all the guides, but Kakadu provides them with a platform that ensures quality and ease of use.‍---- Why not just post it on their own homepages without Kakadu?“They have a good presentation for the supervisors that we can post on our websites without our own developers. If we were to do everything ourselves it would be much more complicated,” Earthhigh replies. Kakadu offers a subscription-based service, and BN Bank takes a greater social responsibility by sharing its expertise on anti-fraud through guides that can benefit others as well.‍<h2 id="">Increases understanding in the bank</h2>When BN Bank looked at the possibilities for a collaboration, they put together a list of ten challenges for which they would create a supervisor.“It was quick to create that list, and it made it easier to get the project done,” explains Jepsen of BN Bank.In addition to reaching out to customers with supervisors who can guide them through digital waters, the process of developing supervisors has also increased their understanding of where the challenges lie within the bank.“In meetings we have had with our marketing department about this project, they have also gained a better understanding of where the shoe ispresses. I think that's good,” Jepsen smiles.‍

BN Bank has partnered with Kakadu to assist customers who are digitally insecure.

Enters into new technology cooperation: - It can save both clients and advisers from a bad call

Government strategy Digital all your life (2021) defines digital competence as knowledge, skills and judgment. The strategy, which intends to increase digital participation and competence in the population, emphasizes that digital skills are a prerequisite for participation in work, education, community life and various social contexts.‍<h2 id="">Five skill areas for digital literacy</h2>The Directorate of Education defines five skill areas for digital competence. It's about being able to digitally use and understand, find and process, produce and process, communicate and interact, in addition to exercise digital judgment. ‍<h2 id="">Skill areas in digital skills</h2>Use and understand involves being able to use and navigate digital resources inside and outside networks and safeguarding information and data security. Digital resources can include digital equipment, software and digital measuring instruments. Furthermore, it involves following digital form requirements to emphasize and convey messages using effects, images, sound, illustrations, tables, headings and bullet points.‍Find and treat involves acquiring, processing, interpreting and assessing information from digital sources, exercising source criticism, and using source citation. Information from digital sources can be information from text, audio, image, video, symbols, interactive elements, or raw data from records and observations.‍Produce and process It involves being creative and creative with the use of digital resources. This involves creating digital products using digital resources, either through innovation or further development and reuse.Communicate and interact means being able to use digital resources for communication and interaction. Digital interaction involves the use of digital resources to plan, organise and carry out learning work together with others, for example through co-writing and sharing.‍Exercise digital judgment It involves following privacy rules and showing consideration to others online. It is about using strategies to avoid adverse events and to demonstrate the ability to ethically reflect and assess one's own role online and in social media.‍<blockquote id="">Source: Basic Skills Framework (Directorate of Education)</blockquote>

Digital competence is about making use of digital technology. Technological changes and increased digitalization impose demands on knowledge, skills and understanding. Being able to use ICT equipment, interact, understand and orient ourselves online, use functions on various websites and develop digital judgment is essential for mastering a digital everyday life. 

What is Digital Competence?

<blockquote id="">This article was first published on the Norwegian Smart Care Cluster website and can <a id="" href="https://www.smartcarecluster.no/aktuelt/2024/2/digihjem-digital-inkluderin">read here.</a></blockquote>‍<h2 id="">DigiHome project</h2>Digi Rogaland has received a grant from the Ministry of Local Government and the District to work on increasing digital participation and expertise. The purpose of the grant is to establish low-threshold tutoring offerings for people with little digital expertise. In this context, the DigiHjem project was created, and the Norwegian Smart Care Lab has been given the role of project manager. ‍<h2 id="">Collaboration with Kakadu and Sensio</h2>Digi Rogaland has established a partnership with Kakadu, where training materials in Kakadu's solution will be developed and tested, with the goal of helping residents who are struggling digitally. Kakadu has developed recipes that will provide users with step-by-step guides so they can learn how to adopt new technologies. The project explores whether municipalities with digital recipes can save time and resources when it has been adopted to adopt location technology for a family where someone is affected by cognitive impairment. Sensio's mobile security alarm (Safemate) has been chosen as the welfare technology solution for which guidance materials will be developed. It should be fully tested and evaluated by the summer of 2024. ‍<h2 id="">The value of testing</h2>We have conducted testing with potential users. The purpose of these tests is to further develop the service in cooperation with users. The testing includes step-by-step review of the solution, followed by joint dialogue to collect feedback. These dialogues have revealed what worked well, but also some challenges, which are valuable in the development process. Involving users in the testing is crucial to ensure that the solution meets their actual needs and expectations. Involvement can help create a sense of ownership and increase satisfaction with the final product. This can also increase the likelihood that users will adopt and continue to use the solution in the long term, as it is tailored to their needs.<figure id="" class="w-richtext-figure-type-image w-richtext-align-center" data-rt-type="image" data-rt-align="center"><div id=""><img id="" alt="Sahra fra NSCC sammen med testdeltaker Jan Salve Torgersen" src="https://cdn.prod.website-files.com/65ae59cb595991cd79d474f9/67370b5bc8e8382626532b89_65e068a4b9dd6e38f5339515_digi6.png" width="auto" height="auto" loading="auto"></div><figcaption id="">Sahra from NSCC together with test participant Jan Salve Torgersen</figcaption></figure>“When launching new products or solutions, it is almost necessary that some users have tested it. The fact that NSCL offers companies a user panel of qualified users is useful for continuous product development. It is important to constantly develop and get feedback from the market before proceeding with production”, says Jan Salve Torgersen (one of the test participants).‍<h2 id="">Everyone has to go!</h2>In today's digitized world, access to digital resources and services is essential to fully participate in society. This includes access to education, job searching, government services, health information and social networks. Without access to digital tools and skills, individuals and groups can be excluded from vital resources and opportunities. The DigiHome project is about promoting equal opportunities for all, regardless of their digital expertise.<figure id="" class="w-richtext-figure-type-image w-richtext-align-center" data-rt-type="image" data-rt-align="center"><div id=""><img id="" alt="" src="https://cdn.prod.website-files.com/65ae59cb595991cd79d474f9/67370b5bc8e8382626532b8c_65e068e877890ba8d4a48b5f_Publisering_bilde_Digi_2.jpeg" width="auto" height="auto" loading="lazy"></div></figure>‍‍‍

Digi Rogaland partners with Norwegian Smart Care Lab, Kakadu and Sensio to ensure safe use of mobile security alarms. Testing with potential users is already underway.

Together for digital inclusion, everyone should join!

<blockquote id="">This article was first published on NTB's own website and can <a href="https://www.ntb.no/kunder/sprakteknologi-ntb-arkitekst-loftet-sprkroboten-vr-mange-hakk">read here.</a></blockquote>‍Startup of The Year winner Kakadu offers free step-by-step recipes for digital services such as bank IDs, online stores and travel planners. With recipes and tutorials in understandable language, Kakadu enables anyone to perform tasks on PC and mobile.<blockquote id="">Our goal is to make digital solutions accessible to everyone, and then the language must be easy to understand. NTB Arkitekst makes the language of our solutions clear, clear and inclusive,” says Ingvild Erøy Prestårhus, commercial manager and co-founder of Kakadu.</blockquote>‍<h2 id="">Clear and inclusive language with enhanced language robot</h2>The computer linguists and language consultants in <a id="" href="https://www.ntb.no/kommunikasjon/spraaktjenester">NTB Arkitekst</a> Amongst other things, they adjusted the prompt so that it contained more principles for clear and inclusive language, and they gave the robot a clearer role with more precise instructions. O resultado é que o robot nu criar textos en un idioma intelligible y accessibles.<blockquote id="">NTB Arkitekst's expertise and experience in working with our language robot has been invaluable,” says Prestårhus.</blockquote>‍<h2 id="">Language technology that combats digital outsourcing</h2>Kakadu's goal is to make digital services accessible to everyone, including the elderly and people who, for various reasons, may have challenges participating in the digitized society. By offering clear recipes in clear language, more people will be able to participate in digital arenas, such as shopping for pharmacy products online or logging in to read a newspaper digitally.It is Kakadu's customers who themselves create the recipes for their products and services. In this process, they can rely on Kakadu's language robot, which suggests improvements along the way in their writing and justifies their answers.<blockquote id="">The collaboration with NTB Arkitekst allows us to combine language, technology and user insights to create a service that benefits society,” says Priestårhus i Kakadu. “It makes a big difference for the least digital among us.</blockquote>‍<figure id="" class="w-richtext-figure-type-image w-richtext-align-center" data-rt-type="image" data-rt-align="center"><div id=""><img id="" alt="__wf_reserved_inherit" src="https://cdn.prod.website-files.com/65ae59cb595991cd79d474f9/67370b6ce5df9a82926f497e_664eff23efb8666172ef3fc4_50632264c38c85312deaf1b134c8b1b2dbe3a1bf-8256x5504.jpg.webp" width="auto" height="auto" loading="lazy"></div><figcaption id="">The Gang in Kakadu</figcaption></figure><h2 id="">NTB Arkitekst has helped Kakadu to</h2><ul id=""><li id="">develop Kakadu's clear, clear and motivating tone</li><li id="">Adjust the settings and prompts of Kakadu's language robot</li><li id="">improve the language robot's suggestions and explanations</li><li id="">design a list of difficult and technical words for the language robot to replace or explain</li></ul>Läs mer om <a id="" href="https://www.ntb.no/kommunikasjon/spraaktjenester">NTB's language services.</a>‍‍‍

Can a Language Robot Help Prevent Digital Outsourcing? With the help of NTB Arkitekst, Kakadu has acquired a language robot that ensures clear and inclusive language in guides for digital services.

Language technology: — NTB Arkitekst lifted our language robot many notches

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Aims to help DNB reduce 15,000 daily inquiries

Enters into new technology cooperation: - It can save both clients and advisers from a bad call

What is Digital Competence?

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