Case Study: Swisscom enhances multilingual conversational AI with CGI

Swisscom delivers multilingual chatbot support in 4 languages with CGI

Swisscom, Switzerland's leading ICT provider, needed to refine its digital customer conversations. Their challenge was to ensure their chat and voice bot services could operate seamlessly across multiple languages—German, French, Italian, and English—while also scaling efficiently to handle demand spikes. They partnered with CGI to develop and improve cutting-edge conversational AI solutions.

CGI implemented a scalable multilingual chatbot and voice bot system, integrated a CI/CD pipeline for agile deployment, and developed a comprehensive test framework for quality assurance. The results included breaking down language barriers with seamless service in four languages, a flexible infrastructure that manages high-volume periods, and continuous optimization of use cases. CGI's work enabled Swisscom to maintain high-performance standards and improve customer experience.

Swisscom