Artificial intelligence streamlines social and health services in the Wellbeing services county of Päijät-Häme

Like other wellbeing services counties in Finland, Päijät-Häme faces resource constraints, with one of the biggest pressures on customer guidance. The region’s extensive service network spans multiple municipalities, each with different health services. A small team may receive thousands of phone inquiries weekly and is legally obligated to maintain a certain level and quality of service. This challenge was tackled with an AI-based customer service solution.

The county’s new website introduces a natural language-based service advisor feature. Its goal was to streamline professionals’ work, reduce phone service load, improve service discoverability and accessibility, and guide residents effortlessly to the right service channels.

Following a competitive tender, Twoday’s AI Agent service was selected. “Twoday’s solution was the most advanced, cost-effective, and manageable option among the participants,” says Rami Autio, Chief Digital Officer and Product Owner for Digital Services at Wellbeing Services County of Päijät-Häme.

The AI customer service agent’s responses are based on website content and other trusted sources. It utilizes the latest language models to interpret data in accordance with the guidelines given. Data selection and guideline updates are continuous to ensure accurate, up-to-date information without compromising patient or data security.

Serving such a broad public audience requires a secure system and expert-verified information. The service does not provide medical recommendations and is not a medical device.

The new AI-based customer service agent replaced the previous website chat service, bringing significant improvements for both customers and professionals. It answers user questions and directs them to the right services.

“We wanted an interactive conversational style – without compromising speed or quality. Twoday delivered excellently,” Autio praises.

Compared to the previous hybrid bot, the new AI solution offers major development advantages. It can incorporate large datasets from various sources and be flexibly shaped with prompts by a single person. Identifying, documenting, and teaching use cases no longer require massive effort. The self-learning solution can detect nuances in conversations and respond highly specifically to different customers.

According to Autio, Twoday’s AI Agent was much faster and lighter to implement than previous solutions. Current features are just the beginning, and development will continue based on feedback. Future plans include better support for proxy interactions and improved information retrieval.

Language models are evolving, enabling the region to offer services in multiple languages and provide broader coverage than before. The goal is also to develop an even more empathetic chatbot that can communicate compassionately with customers.

In autumn 2025, a new feature was launched for the AI agent to provide low-threshold support to 13–29-year-olds around life management, study skills, social situations, and mental health –available 24/7.

The youth-focused AI agent aims to respond empathetically and uses videos, emoji messages, and clear language to make content approachable. It was developed in collaboration with mental health and social professionals. Its operation is safe, ethical, and does not require collecting background data, relying only on trusted, limited sources.

Later in autumn 2025, the AI customer service agent of Wellbeing services county of Päijät-Häme received the Digital Achievement of the Year 2025 (Digiteko 2025) award.