Bounce rate declined by 6.2%, Average Session Duration increased by 19.2% and clicks on the Contact Page have fallen by 90% since the chatbot was introduced.
SIX wanted to target a completely new segment of customers under the branding of Go-Card, shifting its focus from large enterprise to small SME's. They wanted a low-cost option for support to allow their users to get all the answers they were looking for without having high costs of a contact center.
Large portfolio of devices
High cost of customer service
Repetitive questions
Low margin line of business
Add a German-speaking customer service chatbot called 'Nina'.
German
Customer Service and Sales
Machine learning based smart suggestions
German Natural Language Processing with Swiss German small talk
Smart UI cards
Tracking of clicks on buy button
We are quick, cost effective and offer an out of the box domain knowledge and integration.
reduction in clicks on contact page
accuracy
response time, 24/7
Enterprise Bot helps us to enhance our online sales channel by supporting our customers during their product selection process. The chatbot communicates with our potential customers in a very human and friendly way and enriches our website with more knowledge and better usability. Due to a very rapid learning curve our chatbot, called ‘Nina’, is always up-to-date and continuously improves its performance.Bernd Gruber Head Business Solutions, SIX Payment Services
The chatbot 'Athena' answers FAQs regarding rail travel with LNER, such as delay repay, ticket changes and seat reservations.
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