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.
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.
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.
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.
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.
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.
