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Customer case · Unemployment fund
Unionens a-kassa: personal answers in a rulebook that demands precision.
Unionens a-kassa is an independent Swedish unemployment insurance fund — not part of the Unionen trade union — with members across many industries. When someone loses their job, the questions are urgent, personal and governed by rules.
- BankID login
- Sensitive personal data
- Swedish hosting
The challenge
Urgent cases inside a complex rulebook.
Am I entitled to compensation? How much will I get? Where is my payout? The answers depend on the member's individual situation — and wrong answers have real consequences for the individual.
At the same time, contact volumes spike exactly when the economy turns and case officers are already at full capacity.
- Rule-bound answers
- Generic replies are not enough — it concerns the member's own case.
- Sensitive data
- Personal information demands the highest security level.
- Volume spikes
- Unemployment hits contact volumes fast.
The solution
An assistant with BankID and cited answers.
The assistant guides visitors and members through the rulebook with answers grounded in the fund's own material, always with a reference to the applicable source.
Members log in with BankID and get answers about their own situation — application status, upcoming payouts, missing information — and are guided through strict guided flows where the process must be followed exactly.
- BankID identification
- Personal case answers after secure login.
- Cited answers
- Every answer points to the applicable rule or page.
- Handover to case officers
- Complex cases move on with full context.
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24/7
Member service even when the switchboard is closed
BankID
Secure identification for personal cases
Swedish cloud
All data stays within Sweden
Effects in production.
- Members get answers on compensation and rules without phone queues
- Case status retrieved securely after BankID login
- Case officers relieved of repetitive status questions
- Volume spikes during layoff waves handled without extra staffing
- Statistics show which rules members need explained better
Handling personal cases at high volume?
We will show how secure identification, rule-bound answers and case lookups work in practice.
Contact us