Case Study: Rhein-Main-Verkehrsverbund improves customer service efficiency with Enterprise Bot

Rhein-Main-Verkehrsverbund automates 21.4% of support emails with Enterprise Bot

Rhein-Main-Verkehrsverbund (RMV), one of Germany's largest public transport networks, faced increasing pressure on its customer service teams due to high volumes of repetitive inquiries and email overload. This led to agents being overwhelmed by manually reviewing messages and resulted in delayed response times that impacted passenger satisfaction. To address this, RMV partnered with Enterprise Bot to implement a scalable, AI-powered support solution.

Enterprise Bot developed an AI-powered email bot that classifies incoming emails by intent and can trigger follow-up questions, along with an agent assist tool that summarizes information for faster resolution. The solution, built on Microsoft Azure for scalability, achieved 100% intent classification accuracy across defined use cases and 97.2% entity recognition accuracy. This significantly improved customer service efficiency and enhanced agent productivity for RMV.

Rhein-Main-Verkehrsverbund (rmv)