Case Study: FC Schalke 04 enhances fan service with botBrains’ ERWIN AI chatbot

FC Schalke 04 resolves 90% of fan inquiries with botBrains

FC Schalke 04, a major German football club, sought a solution to handle the high volume of fan inquiries received by its service center. The club partnered with vendor botBrains to implement a low-threshold digital offering that could provide instant support and seamlessly route complex issues to human staff.

botBrains developed ERWIN, an AI-powered chatbot named after the club's mascot, which was deployed across the club's websites. The solution successfully resolved over 90% of all inquiries directly and achieved a 90.4% customer satisfaction score. The chatbot also provided valuable insights into fan needs and was later integrated into the Salesforce Service Cloud to further assist the internal service team, freeing them up for more personal fan engagement.

FC Schalke 04