Case Study: BMW Alphabet improves customer service efficiency with Microsoft Azure chatbot

Alphabet offers help from a chatbot colleague

BMW Alphabet, a mobility provider for corporate fleet management, faced the challenge of efficiently handling a high volume of recurring driver queries in multiple languages while aiming to provide 24/7 customer support. To address this, they partnered with Microsoft Corporation and implemented a chatbot solution using Azure Language Understanding Intelligent Service (LUIS) and the Azure Bot Service.

Microsoft's solution, the chatbot "Alphie," was developed and deployed in just 12 weeks. It understands natural language and provides accurate, multilingual answers in under two minutes. The results were highly successful; the bot handles easy queries around the clock, saving an estimated five minutes of working time per question and allowing human employees to focus on complex issues. Microsoft Corporation's platform provided a stable, scalable solution that significantly improved customer service efficiency for Alphabet.

BMW Alphabet

Dominick Barbaix

Project Portfolio Manager