SwitzerlandTechnology and telecom2023 – ongoingSwisscom
Rasa-based Sam customer-service assistant
Swisscom halved Sam's operational costs after rebuilding the assistant with Rasa, the vendor reported
Problem
Swisscom's earlier Sam assistant struggled with follow-up questions and scaling. Its intent-based models automated only a limited share of customer interactions.
Approach
Swisscom began working with Rasa in 2023 to rebuild Sam using its CALM framework. The assistant combined large language models with defined conversation flows and access to customer information. The team moved from prototype to production in 20 weeks.
Results
Takeaway
Swisscom tracked response time and session cost during development. The reported savings concerned the assistant's operations, rather than total customer-service spending.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Rasa described rebuilding Swisscom's Sam assistant with language models and controlled conversation flows. It reported doubled automation and a 50% reduction in operational costs.
Full details are in the original sources.
