Artificial Intelligence for Better Customer Engagement? The SBB Contact Center’s Perspective. 

Since 2017, the SBB Contact Center has been implementing systematic knowledge management to consolidate the more than three million customer interactions that occur annually. Since 2021, all inquiries have been recorded and processed in ServiceNow, ensuring consistent responses across all communication channels. For the past year, SBB has been using an AI chatbot to engage customers directly online and reduce the workload of its 420 agents. New AI use cases at the customer interface, as well as in the back office, promise further efficiency gains and simplifications of customer-facing processes. But to what extent does this simplification truly serve the interest of a personalized customer experience? What experiences has the SBB Contact Center already had, what use cases does it foresee, and to what extent do these make economic sense?