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Success stories
RMV – Enhancing Passenger Experience with AI Solutions
How Rhein-Main-Verkehrsverbund (RMV) Optimized Customer Support with Enterprise Bot’s AI Technology
About Rhein-Main-Verkehrsverbund
The Rhein-Main-Verkehrsverbund (RMV) is one of the largest public transport networks in Germany, covering the Frankfurt Rhine-Main area. RMV operates a comprehensive network of regional rail services, buses, trams, and commuter trains, serving over 800 million passengers annually. As a key player in public transportation, RMV is dedicated to improving passenger experiences through digital innovation.
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Client: Rhein-Main-Verkehrsverbund (RMV)
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Solution: AI-powered Chatbot, Email Bot, and Voice Bot (upcoming)
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Objective: Improve customer service efficiency, reduce redundant queries, and enhance agent productivity
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The Challenge
RMV faced increasing pressure on its customer service teams due to:
High volumes of repetitive inquiries overwhelming support agents
Email overload with agents manually reviewing and classifying messages
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Delayed response times impacting passenger satisfaction
With growing passenger demand and expanding services, RMV sought an innovative solution to automate and streamline customer support processes.
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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The solution
Multi-Channel AI Assistance
To address these challenges, RMV partnered with Enterprise Bot to implement an AI-powered solution across three key channels:
- Chatbot: Already live since August 2024, providing instant answers to passenger queries about tickets, schedules, and general information. all relevant FAQ areas, including the RMVgo app, ticket offers, on-demand shuttles, RMVplus and more.
- Email Bot: Set to go live shortly, designed to categorize incoming emails customer requests, identify key issues, and suggest response drafts for agents. This process is expected to reduce agent workload significantly.
- Voice Bot: The Voice Bot is fully prepared from our side, and we are currently finalizing the remaining integrations to enable a smooth go-live.
Heading 1
with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Heading 1
with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Testimonial
What our customer says
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“Working with Enterprise Bot has enabled us to significantly improve our customer support processes. Our chatbot alone has successfully handled thousands of queries, allowing our agents to focus on more complex issues. We are confident that the upcoming Email and Voice Bot solutions will further enhance our efficiency and improve the overall passenger experience.”
Tom Weimar
Communications & Coordination Specialist, RMV
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Implementation Journey
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Phase 1 – Needs Analysis: Identified pain points, focusing on reducing manual workload and improving passenger experience. -
Phase 2 – Development & Testing: Chatbot launched in August 2024 with a focus on FAQ automation. Email Bot testing achieved 86% accuracy. -
Phase 3 – Go-Live & Optimization: The Email Bot is set for activation within the next two weeks, while preparations for the Voice Bot go-live are underway, ensuring all outstanding integrations are completed. -
Phase 4 – Continuous Improvement: RMV and Enterprise Bot are committed to enhancing AI capabilities to expand coverage across additional passenger queries.
Heading 1
with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Future Outlook
RMV aims to:
Future Outlook
RMV aims to:
- Increase chatbot coverage across additional passenger inquiries.
- Expand the Email Bot’s capabilities to manage complex requests.
- Finalize Voice Bot integrations to ensure seamless omnichannel support.
Heading 1
with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Ready for the future of customer
interaction ?
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