A Danish bank bets its phone lines on a voice bot

October 2025 — A year after Lunar put a generative-AI voice bot on its customer service line, the bank is still running it as a beta. Here's what launched, what it cost, and what went wrong.

Cost and outcome (as of Oct. 13, 2025)

Status: voice AI support "in beta for some time now," the CEO says. (Ken Villum Klausen, LinkedIn)
Target: about 75% of customer calls "over time," Lunar said at launch. No voice results have been published. (Lunar)
Cost: not disclosed.

What launched

On Oct. 24, 2024, Lunar announced what it called the first "GenAI Native Voice" assistant at a European bank. The assistant runs on OpenAI's GPT-4o model. Lunar said it works voice to voice rather than converting speech to text and back, so it can handle interruptions, repeat information and hold more natural conversations.

The bank said the bot would offer 24/7 help with no queue times. Customers prove who they are inside the Lunar app before the bot shares personal information; the Norwegian release says that check uses BankID. The bot gives no financial advice, Lunar said.

The launch was a beta for selected customers, so the bank could gather feedback and refine the service.

Why Lunar wanted it

Lunar said 50% of its consumer queries are about cards, accounts and transfers, and 55% of business queries are about signing up. In its Danish release, it cited an April 2024 survey it ran with YouGov: 23% of Danes said they find it hard to understand information from their bank, and 38% said they don't get the help they need.

"The speed of replies will be better. It is available also 24/7, 365, so you call at 3am in the morning, it will still be available," Kåre Kjelstrom, Lunar's CTO, told Tech.eu.

At launch, Lunar said it had about 950,000 personal and business customers in the Nordics and about 450 employees.

What the bank says it expects

Lunar's English release said it expects the voice assistant to handle "approximately 75% of customer calls" over time, "improving efficiency and lowering operational costs." Its launch blog put it differently: "up to 75% of all customer queries."

Kjelstrom told Tech.eu that the bot had not led to job cuts, but that Lunar was "not hiring as fast." Customers can still ask for a human. "The AI is able to handle the more basic things at this point. As soon as customer queries become more complicated, humans are involved," he said.

What happened next

Lunar's later results are for its text-based support, not the voice bot. In August 2025, it said its in-app AI Support resolved 85% of incoming cases on its own, and that 65% of AI-handled cases were rated 4 or 5 out of 5.

On Oct. 13, 2025, Klausen wrote on LinkedIn that text support "now resolves up to 90 percent of issues instantly." About voice, he said the bank had been running AI voice support "in beta for some time now," that it switches to each customer's native language, and that some conversations have lasted more than 12 minutes. He gave no resolution rate for voice.

What went wrong

Still a beta. Almost a year after launch, the CEO describes voice AI support as a beta.
Calls or queries? The launch release targets 75% of calls; the launch blog says up to 75% of all queries.
What we don't know yet: how many calls the bot takes, how many it resolves, how often it hands off to a human, and what it costs.

Our follow-up question for Lunar

What share of calls does the voice bot resolve today without a human, and when does the beta end?

Sources

Lunar, “Lunar Launches GenAI Native Voice Assistant for Customer Service, a First in European Banking,” Oct. 24, 2024. lunar.app
Lunar (Danish release), “Lunar går forrest med næste generations AI-stemmeassistent til fremtidens kundeservice,” Oct. 24, 2024. lunar.app
Lunar via NTB (Norwegian release), “Lunar lanserer den første GenAI-baserte stemmeassistenten for kundeservice i Europa og finansbransjen,” Oct. 24, 2024. kommunikasjon.ntb.no
Lunar blog, “Meet the first GenAI Native Voice Assistant in European banking,” Oct. 24, 2024. lunar.app
Tech.eu, John Reynolds, “Danish challenger bank Lunar says GenAI chatbot to handle 75 per cent of customer calls,” Oct. 24, 2024. tech.eu
Lunar blog, “AI Support now resolves 85% of cases on its own, with top ratings to match. Here's how.,” Aug. 21, 2025. lunar.app
Ken Villum Klausen, LinkedIn post, Oct. 13, 2025. linkedin.com

Disclosure: [not in copy] Editor placeholder