Case Study: Swiss Railways (SBB) improves customer service and reduces wait times with 3CLogic Voice AI and Contact Center Solutions

Swiss Railways cuts wait times by 70% with 3CLogic

Swiss Railways (SBB) faced challenges with its customer support operations due to a reliance on a third-party, on-premise contact center that was not integrated with its primary ServiceNow CSM platform. This lack of integration resulted in slow processes, agents having to switch between multiple systems, and an inability to personalize customer interactions efficiently. To overcome these hurdles, SBB partnered with 3CLogic.

By implementing 3CLogic's Voice AI and Contact Center solution integrated with ServiceNow, SBB unified its agent workspace and introduced advanced self-service capabilities. The results were significant, including a 70% reduction in average customer wait times and the ability to automate 90% of calls during major service disruptions. The solution from 3CLogic provided SBB with greater operational autonomy, increased agent productivity, and enhanced overall customer satisfaction.

Swiss Railways (sbb)