Case Study: Comboios de Portugal achieves 90% cost reduction with Enterprise Bot AI chatbot

Comboios De Portugal cuts support costs by 90% with Enterprise Bot

Comboios de Portugal (CP), the national railway operator of Portugal, faced significant customer support challenges. Their contact centers were overwhelmed, leaving over 60% of support calls unanswered, which resulted in high outsourcing costs and a lack of real-time information for passengers. To automate support and improve accessibility, CP partnered with Enterprise Bot to implement an AI-powered chatbot.

Enterprise Bot deployed a multilingual chatbot on CP's website and WhatsApp. The solution, integrated with sales platforms and train delay APIs, automates queries related to sales, refunds, and delays, responding with high accuracy in just 2-4 seconds. The implementation led to a 90% reduction in agent handling costs and a 93% automation rate, with only 8% of chats requiring human escalation, saving CP over 90% annually on customer support.

Comboios De Portugal (CP)