Case Study: Swisscom cuts operational costs by 50% with Rasa

Swisscom cuts operational costs by 50% with Rasa

Swisscom, a leading Swiss telecommunications company, faced challenges with its limited and static AI customer service agent, Sam. It struggled to scale, offered impersonal experiences, and required manual updates. To revolutionize its digital customer service, Swisscom partnered with Rasa to rebuild Sam using Rasa's CALM framework.

Using Rasa's framework, Swisscom integrated large language models to create a dynamic assistant capable of natural, multi-turn conversations. The solution doubled automation rates in just 20 weeks and reduced operational costs by 50%. It also made developing conversation flows 1.6 times faster and led to a substantial increase in customer satisfaction scores.

Swisscom