Case Study: Flutter achieves better customer satisfaction and millions in savings with UiPath

Flutter bets on AI and automation to boost satisfaction and save millions a year

Flutter, the UK & Ireland online sports betting and gaming provider, needed to improve a customer journey that was causing low satisfaction, weak NPS, and heavy contact center strain. In 2020, the company launched a “Make Customers Love Us” initiative and turned to UiPath to help modernize its customer experience with AI and automation, including NLP/NLU-driven chatbot capabilities and backend process automation.

UiPath helped Flutter build an integrated automation program using low-code tools, Action Center, an Escalation Virtual Assistant, and Next Best Action guidance for agents. The results were significant: Flutter automated more than 70% of contacts in a single year, raised NPS from -10 to +40, cut customer transfers from 20% to 6%, reduced KYC response times from 24 hours to 15 minutes, and generated more than £4 million in savings while avoiding £12 million in cost increases.

Flutter

Oonagh Phelan

Head of Automation