Every day, thousands of vehicles cross the Öresund/Øresund Bridge, connecting Denmark and Sweden. Behind that seamless experience lies a complex operation where efficiency, accuracy, and customer service are critical.
Since 2021, Öresundsbron and NordAxon have worked together to explore how AI can strengthen operations, support employees, and improve the experience for customers crossing the bridge.
What began as a series of AI initiatives has evolved into a close partnership spanning machine learning, customer service automation, knowledge management, and AI education.
Together, Öresundsbron and NordAxon have developed and implemented several AI and Machine Learning solutions designed to solve real business challenges.
One of the most impactful is a ML-powered vehicle classification solution that automatically identifies vehicles crossing the bridge across multiple categories, including cars, motorcycles, buses, and trucks. Trained on a year of bridge traffic data, the solution now runs in production and significantly reduces the manual work previously required to review and correct vehicle classifications in collaboration with other classification systems.
Another solution developed through the partnership is a Tolling Expert AI assistant designed for technicians working with tolling operations. Powered by large language models, the chatbot helps employees quickly find relevant information, reducing the time spent searching through documentation and enabling faster issue resolution. By putting critical knowledge at their fingertips, the solution improves both productivity and day-to-day operational efficiency.
"The AI solutions developed by NordAxon have already delivered clear value by helping us better understand and act on operational data," says Jacob Petersson, Product Owner at Öresundsbron. "We've seen improvements in how we identify patterns in traffic flows and increased efficiency in our knowledge-sharing and collaboration processes."
In early 2026, Öresundsbron launched Bridget, its AI-powered customer service agent, rebuilt and maintained by NordAxon.
Available 24/7 on the company's website, Bridget helps customers find answers to common questions instantly, while allowing customer service teams to focus on more complex matters.
"Bridget has supported our customers around the clock since launch, which is a huge win for customers who otherwise would have had to call or email support," says Sofia Daniel, Product Owner CRM and Project Manager for Bridget. "It's also a huge win for our customer service team, who can now spend more time on complex cases instead of repetitive questions."
The result is a better experience for both customers and employees—a recurring theme across the partnership.
Beyond individual solutions, NordAxon has supported Öresundsbron in building long-term AI capability across the organization. Together, the teams have launched multiple AI pilot initiatives and delivered AI and machine learning training for the entire leadership team.
Looking ahead, Öresundsbron sees AI becoming an increasingly important part of its operations.
"We expect AI to play an even more central role in the future," says Jacob. "We see strong potential in expanding predictive capabilities and automating routines, allowing us to scale our operations more efficiently while maintaining a high level of service quality."
Over the years, the relationship between Öresundsbron and NordAxon has grown beyond individual projects into a trusted partnership built on collaboration and shared goals.
"NordAxon combines strong technical expertise with a genuine understanding of our business context," says Jacob. "They focus not only on building solutions but on creating tangible business value."
Sofia highlights the same experience from the operational side:
"The cooperation has been handled very professionally throughout. The consultants are pleasant, down-to-earth people, and I'm really happy with how we've worked together."
From machine learning in traffic operations to AI-powered customer service, the partnership continues to focus on a common goal: using AI where it creates real value for customers, employees, and the business.