Overcoming linguistic and technical boundaries together

Swisscom, Switzerland's leading information and communications technology (ICT) provider, communicates with its customers through a variety of channels, including chat and voice bots. CGI collaborated with Swisscom to develop innovative conversational AI solutions.

In Switzerland, effective customer interactions via chat and voice bots requires a seamless conversational service in several languages—German, French, Italian, and English. Additionally, the solution must efficiently manage spikes in customer requests with a flexible infrastructure. Avoiding bottlenecks at peak times requires the chat and voice bot systems to scale up and down. For several years, CGI has been helping Swisscom to meet these needs.

Key goals of our collaboration with Swisscom:

  • Build cutting-edge conversational AI solutions
  • Improve the primary chatbot solution
  • Explore cross-language extensions
  • Enable rigorous testing
  • Realize streamlined deployment methods

Swisscom laid the foundation for our collaboration in a previous phase in which we adapted existing chat bot solutions to user expectations and industry benchmarks. This gave us valuable insights into the strengths of the system and areas for improvement. Today we continuously make new refinements to the solutions based on these insights and experiences.

Person holding mobile phone standing in front of building and trees
Cutting-edge conversational AI solutions
 
Breaking down language barriers with a seamless, scalable chat and voice bot system fluent in German, French, Italian, and English
Diverse group of colleagues talking

Development of new use cases and optimization of processes

Together with Swisscom, we’ve been able to identify and implement new use cases that significantly improve user experiences. At the same time, we worked on optimizing existing processes with the aim of increasing chatbot efficiency and effectiveness in various scenarios. 

Multilingual integration

Another focus of our collaboration was the seamless transfer and translation of existing use cases and processes from German into French and Italian. This linguistic expansion reflects Swisscom's strategic approach to addressing a wider audience and promoting inclusion.

Test framework and scenario creation 

To ensure the robustness and reliability of the extended solutions, we developed a comprehensive test framework. It includes the creation of scenarios for manual and automated tests that cover various aspects of functionality and performance—extending to the configuration and evaluation of the automated tests. This makes it possible to ensure systematic and thorough testing of the system's capabilities.

CI/CD pipeline deployment

To further support agility and efficiency, we integrated a Continuous Integration/Continuous Deployment (CI/CD) pipeline for deploying the chatbot solution. This lean approach enabled fast processes and reliable results for seamless integration into existing systems.

Consultants testing frameworks for mobile
Live chat on mobile screen

Key outcomes from our collaboration with Swisscom:

  • Multilingual capability: Achieved seamless service in German, French, Italian, and English to break down language barriers.
  • Scalable infrastructure: The flexible system efficiently manages high-volume periods, ensuring consistent service quality.
  • Continuous optimization: Ongoing refinement of use cases and workflows improves efficiency and effectiveness.
  • Rigorous quality assurance: A comprehensive testing framework, including automated scenarios, maintains Swisscom’s high-performance standards.
  • Agile deployment: Integrated CI/CD pipeline enables rapid, reliable updates and improvements.

Looking ahead to our future collaboration together

We will continue to support Swisscom to further develop the company's conversational AI platform and expanding its services accordingly. Together we are opening a new chapter in transformative growth.