How Deutsche Bahn automated 69% of their live chat requests.

The Company.

Deutsche Bahn AG is a railway group and owned by the Federal Republic of Germany. DB AG operates most of the German rail network as well as most of the rail traffic in Germany and is also internationally active in the transport and logistics sector.

In 2018, DB carried around 2 billion passengers in its total passenger transport.


The Channels.

Webchat, App

The Challenge.

Travelling by railway is becoming increasingly popular in Germany. In 2018, the number of passengers on Deutsche Bahn’s (DB) long-distance services has risen significantly for the fourth year in a row and DB expects the trend towards environmentally friendly rail to continue.

Due to the constantly growing number of passengers, DB faced the challenge of finding a scalable customer service solution without overloading existing resources. In addition, especially in the mobility sector, customers on the move need immediate customer service and accessible contact options.

69%

Automation rate.

90%

Reduced chat duration.

The Solution.

Deutsche Bahn used the e-bot7 solution in the customer service area of the website via an online live chat. The aim was to expand the customer service touchpoints and to offer customers a simple and immediate way to contact us without having to write an e-mail or call the hotline.

DB integrated the hybrid Agent + AI solution from e-bot7 to ensure a high level of performance, accessibility and customer satisfaction. At the same time, Deutsche Bahn was able to reduce its costs for customer service.

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