BCD WTS Case Study | EN | Enterprise Bot
Business Travel, Automated: How BCD WTS Enhances Support for Travelers and Admins
BCD WTS’s AI-powered email bot and agent assist tool streamline internal operations and reduce manual workload
About BCD WTS
BCD WTS is a global business travel management company operating in 170+ countries. It offers personalized travel solutions, combining local expertise with global scale – including booking tools, duty of care, and data analytics tailored to mid-market companies.
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Objective Classify and streamline incoming email queries and improve agent efficiency
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Solution AI-powered email bot and agent assist tool
About Rhein-Main-Verkehrsverbund
The Rhein-Main-Verkehrsverbund (RMV) is one of the largest public transport networks in Germany, covering the Frankfurt Rhine-Main area. RMV operates a comprehensive network of regional rail services, buses, trams, and commuter trains, serving over 800 million passengers annually. As a key player in public transportation, RMV is dedicated to improving passenger experiences through digital innovation.
To achieve this, RMV partnered with Enterprise Bot and ACP Digital to implement a scalable, AI-powered support solution.
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Client: Rhein-Main-Verkehrsverbund (RMV)
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Solution: AI-powered Chatbot, Email Bot, and Voice Bot (upcoming)
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Objective: Improve customer service efficiency, reduce redundant queries, and enhance agent productivity
The Challenge
With thousands of trips managed across regions and time zones, BCD WTS needed a way to reduce the manual processing of incoming support emails and increase internal handling speed.
- High volume of email queries from travelers and clients
- Time-intensive manual classification and routing by support staff
- Agents lacked a streamlined way to access relevant information for faster resolution
The Challenge
RMV faced increasing pressure on its customer service teams due to:
High volumes of repetitive inquiries overwhelming support agents
Email overload with agents manually reviewing and classifying messages
Delayed response times impacting passenger satisfaction
With growing passenger demand and expanding services, RMV sought an innovative solution to automate and streamline customer support processes.
The Solution: AI-Powered Email Bot & Agent Assist Window
Enterprise Bot developed a solution comprising two components:
- An email bot that classifies incoming emails by intent and can trigger follow-up questions.
- An agent assist window, which summarizes relevant information from connected systems to help agents resolve queries more efficiently.
Key Capabilities:
- AI classification of incoming emails based on intent
- Automated follow-up questions for context clarification
- Summarized data view in the agent assist interface
- Built on Microsoft Azure for enterprise-grade scalability and security
What our customer says
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“The solution helps our agents handle incoming emails with greater speed and accuracy. It’s not just automation — it’s intelligent assistance.”
Colin Kelly
Implementation Journey
Implementation Journey
- Tailored integration into existing email systems and internal platforms
- Designed to align with BCD WTS’s workflows and support structure
Future Outlook
Future Outlook
- Deeper API integrations with travel tools like AMGiNE
- Ongoing refinement of intent detection to capture more complex use cases
Key Results & Impact
100%
intent classification accuracy across defined use cases
97.2%
entity recognition accuracy (e.g., flight, hotel, car booking data)
21.4%
of incoming email queries fully automated within 3 months
Improved internal process consistency and handling speed
Scalable rollout across multiple countries and user teams
Ready for the future of customer interaction?
Ready for the future of customer interaction?
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