Kakadu has signed an agreement with DNB for digital guidance for private customers
This article was first published on Shifter.no (04.08.2025). It can be read in full here.
“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 technology company Tibber and BankID. The company has also obtained million investment from Silicon Valley.
“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.
Will set a new standard
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.
30,000 are asking the same
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.
To be tested until September
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.
