Puzzel: Product updates, Customer stories, and Insights | 2026 Cuspera

Puzzel Conversational Intelligence helped DSB, Denmark’s national railway operator, improve customer service. DSB used AI to analyze customer interactions and understand pain points. Customer sentime...nt rose from 43.7% to 58.8%. Tagging accuracy increased to 95–98%, saving 400 hours a year. DSB now uses data to make better decisions and improve digital services.
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Puzzel Conversational Intelligence helped Victoriahem improve customer service for thousands of tenants in 33 cities. The company used AI-driven insights to make conversations more empathetic and cle...ar. Agents focused on welcoming introductions, empathy, and positive language. Victoriahem saw a 20% increase in customer satisfaction. Agents felt more confident and handled calls better.
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Puzzel Conversational Intelligence helped ApoEx, a Swedish pharmacy for healthcare providers, build an in-house contact centre. ApoEx used AI-powered conversation analysis to improve agent training a...nd knowledge sharing. In one month, agents reduced information searches by 50%. Call wait times dropped by 35%. The company also reduced full-time employees by 3.5. ApoEx improved efficiency and service quality with faster, more accurate responses.
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Puzzel Conversational Intelligence helped JFM improve customer satisfaction by 62%. JFM is Denmark’s second-largest privately owned media company. They used AI to analyze and standardize conversation...s in their contact centre. The focus was on empathy and positive language. This led to better customer experiences and stronger relationships. JFM handles 2.7 million contacts each week with 1,700 employees.
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Puzzel helped JYSK unify customer service across 21 contact centres in Europe. JYSK used Puzzel’s cloud platform and AI tools to handle over 3.5 million inquiries each year. Speech Analytics from Puz...zel identified call inefficiencies and improved agent training. JYSK achieved a CSAT score of 4.6 out of 5 for phone support. The solution let JYSK offer consistent, high-quality service in every market.
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Puzzel helped Lifeplus move to a cloud-based contact centre. Lifeplus needed agents to work from home and wanted to improve customer service. Puzzel’s platform let their team work from anywhere and b...oosted teamwork. Lifeplus now uses a hybrid work model and a universal queue for better support. Their CSAT score reached 94.8%, and most sales now come through the contact centre.
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