Customer Story
Challenge: Support a large number of young travelers on journeys throughout Europe
Solution: A chatbot to answer FAQs or transfer to live agents if necessary
Results: 24/7 automated support across Europe
DiscoverEU is an initiative led by the European Commission (EC) that helps 18-year-old EU citizens discover Europe by train. Many are inexperienced, first-time travelers who sometimes need immediate help if they’ve missed a train, had a schedule change, etc.
Supporting these travelers is costly, and staffing a large team of agents outside traditional office hours and across different time zones is challenging.
To guarantee affordable, real-time support for young travelers, the European Commission worked with Sinch to develop a chatbot to answer the most commonly asked questions.
With the implementation partner Campfire the European Commission created and launched the chatbot based on the AI product Chatlayer by Sinch . Campire supported here with its team of conversational designers, Natural Language Processing (NLP) experts, and IT professionals.
The chatbot surpassed even the best expectations. In the first month alone, it solved 700+ questions and handed over around 150 questions to a live support agent. The chatbot now answers more than 80% of incoming requests, 24 hours a day, seven days a week, all year round.
