Case Study: AB InBev achieves a 40% CSAT boost and $1.2M annual value with SS&C Blue Prism

AB InBev Improves CSAT by 40% and Innovates the Order Error Process

AB InBev, the world’s leading brewer, faced customer experience and margin impacts when orders with errors (below-minimum quantities, over-truck loads, out‑of‑stock items) required manual calls and emails to correct, delaying delivery and harming SLAs and CSAT. To tighten the connection between customers and back‑end operations, AB InBev worked with SS&C Blue Prism, using SS&C Blue Prism digital workers alongside NLP and conversational AI.

SS&C Blue Prism implemented an automated workflow where digital workers create CRM tickets, use NLP to extract issue details, and drive conversational AI to contact customers, update orders in real time, close tickets and notify the back office. The solution unified communications, freed customer‑experience staff for higher‑value work, and delivered measurable results: about $1.2M in annual value, ~1.5 days faster turnaround for roughly $310M in orders, and nearly a 40% increase in CSAT.

AB InBev

Abhay Kumar

Automation CoE Lead