SwitzerlandLogistics and transport2025 – ongoingSBB (Swiss Federal Railways)
SBB Chat, an LLM customer-service chatbot
SBB's new LLM chatbot resolved about 60% of customer questions in its first weeks, the railway said
Problem
Rail customers ask about a wide range of tickets, fares and connections, and the previous help channels left many questions to human agents.
Approach
SBB Chat is built on OpenAI's language model and adapted to SBB's own data with retrieval-augmented generation. It went live a few weeks before the July 2025 report. Questions it cannot solve go to a human agent.
Results
Takeaway
SRF attributed SBB's lower resolution rate mainly to the complexity of rail services. Neon reported roughly 90% for its own help bot.
Categories
- Size
- Large enterprise
- Industry
- Logistics and transport
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Company's own claim
Sources
Source summaries
The Swiss broadcaster compares two new customer-service chatbots. SBB Chat, built on OpenAI's model with retrieval-augmented generation, resolves about 60% of questions according to SBB, with the rest passed to agents. Neon's bot, built on Google's Gemini, reports about 90% success.
Full details are in the original sources.
