BLS: AI From UMB and Spitch Eases Customer Service Workload and Saves Time.
BLS reliably, comfortably, and sustainably connects people and regions in Switzerland. A customer-friendly railway company requires efficient customer service, as passengers have many questions. But how do you combine quality phone-based customer service with cost-effectiveness? The answer comes from Spitch: intelligent automation of customer service with AI. Learn how UMB implemented this solution, creating more time for BLS.
#Artificial IntelligenceBLS AG stands for modern mobility with heart and soul, in regional transport and long-distance trains, auto trains, and ships on Lake Thun and Lake Brienz. With attractive connections, personalized service, and strong ties to the region, BLS is more than just a transportation company; it's an integral part of many people's daily lives.
Can I take the large trailer on the auto train?
BLS transports around 200,000 rail passengers every day in a punctual and reliable manner. Many of these passengers have questions about timetables, season tickets, service disruptions, lost property, traveling with pets, and car transport at the Lötschberg Tunnel. These questions are often repeated. Until now, answering these questions has tied up a lot of resources at the BLS Contact Center, and telephone inquiries were only possible during opening hours.
Intelligent customer service automation with AI from Spitch
Due to these challenges, BLS has decided to partially automate its phone-based customer service with AI. BLS has already been doing so for written interactions for some time. Spitch's Agentic AI platform is a modular, microservice-based system that allows companies to use AI solutions for all contact channels, including voice, chat, email, and messenger.
AI or human: BLS customers have the choice
The solution implemented by UMB's AI experts includes a digital assistant. At the beginning of the call, customers can choose to speak with either the digital assistant or a human representative. Interestingly, nearly 75% of callers currently opt for the digital assistant, which will soon be available 24/7. Spitch's AI, of course, understands Swiss German dialect. This was a decisive factor for BLS in choosing its partner.
The AI can already answer many questions directly. However, the response is not provided in a dialogue yet; it is sent via text message. For this reason, the AI option is only available to callers with mobile numbers. If the digital assistant cannot understand or answer a question, calls are forwarded to agents during service hours via handover. The AI also provides support here by preselecting the appropriate agent, ensuring that callers are connected directly to the agent who can answer their question. The most important information is displayed directly to agents in the ticket created when the call is accepted, so callers do not have to repeat themselves.
All data security and protection requirements are met, such as storing data anonymously and regularly deleting it.
Traveling without a valid ticket: The voicebot reduces frustration and saves time
Travelers who cannot present a valid BLS ticket will be charged a surcharge. In this case, they will receive a receipt with a telephone number for inquiries or appeals. Of course, people who call this number are often in a bad mood. This is where Spitch's digital assistant comes in. The digital assistant takes these calls and forwards the case to the call center, where a prompt callback is made.
This means that AI eases the burden on call center employees, especially emotionally. It also significantly reduces the average handling time for these calls. Employees now have more time for other tasks.
UMB and Spitch have created an AI-powered customer service solution that integrates seamlessly into daily operations. In an initial use case, we alleviated employees' burden of emotionally stressful conversations while reducing case processing time.
Relief for employees and increased customer satisfaction
By implementing AI, BLS has been able to reduce its employees' workload and relieve them of repetitive questions. AI also helps ensure that calls are forwarded directly to the right person.
This increases job satisfaction because call center agents can focus on more challenging and exciting inquiries. The new solution is also more cost-effective for BLS in the long term. Martin Friedli, Head of Contact Center BLS, comments: «UMB and Spitch have created an AI-supported customer service solution that works smoothly in daily operations. In an initial use case, we relieved employees of emotionally stressful conversations and reduced case processing time—now we are tackling scaling for 24/7 self-service information provision on the phone and process automation.»
Thanks to UMB and Spitch, BLS has more time to connect people.
The Agentic AI Platform from Spitch
- Virtual assistant (VA): Automated handling of customer inquiries via voice or text around the clock.
- Speech analytics (SA): Fully automated analysis of all conversations to gain insights.
- Voice biometrics (VB): Fast authentication and identification through voice recognition.
- Knowledge agent (KA): Central provision of information for bot and agent use.
- Chat platform (CP): Intelligent chatbots and live chat functionality across all channels.
- Agent assist (AA): Real-time support for service agents with recommendations for action, summaries, compliance notes, etc.
- Agent training (AT): AI-supported training for employees through simulation of realistic conversation scenarios.
- Quality management (QM): AI-supported evaluation and assessment of conversations for quality control.
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