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Swisscom rebuilt its AI customer service agent Sam using Rasa's CALM framework, going from prototype to production in 20 weeks. Results: doubled automation rates, 50% reduction …
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Title
Swisscom Doubles Customer Service Automation with Rasa CALM AI Agent
Content
Swisscom, Switzerland's leading telecommunications provider with ~19,887 employees and CHF 11,036 million revenue, rebuilt its AI customer service agent Sam using Rasa's CALM framework. The project ran from prototype to production in 20 weeks. Key results: doubled automation rates, 50% reduction in operational costs, 1.6x faster writing of conversation flows and validation. The new agent uses zero-shot intent recognition to handle diverse queries without extensive manual training. Sam evolved from rigid intent-based responses to natural, multi-turn conversations. Customer satisfaction (NPS) increased substantially.
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Company/Organization
Swisscom
Continent
Europe
Country
Switzerland
Category
Diversified Telecommunication Services
Type
Deployment
Id
09f96662-c208-49b3-86e7-bb0c5ae3b07f
Created At
2026-05-09T10:07:26.032959+00:00