How Callpoint Enhances Customer Experience for Teams & Clients with AI

With Enterprise Bot’s AI solutions, Callpoint boosts agent productivity while delivering faster responses and higher customer satisfaction

About Callpoint

Callpoint is a leading Swiss call center service provider, specializing in customer service, helpdesk support, telemarketing, and compliance-driven services for enterprises. With over 600 employees and 300 clients, Callpoint ensures top-tier service quality through advanced AI solutions.

Client: Callpoint AG

Solution: Agent Assist Bot & AI-Driven Knowledge Management

Objective: Improve agent productivity and enhance customer service efficiency

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.

Client: Rhein-Main-Verkehrsverbund (RMV)

Solution: AI-powered Chatbot, Email Bot, and Voice Bot (upcoming)

Objective: Improve customer service efficiency, reduce redundant queries, and enhance agent productivity

The Challenge

Targeted Quality Improvement – The goal was to reduce error rates in case handling.

1. High training effort for new agents: New employees required months to reach full efficiency.
2. Lack of AI-powered automation: No scalable solution to manage increasing call volumes.
3. Need for AI-powered knowledge management: A wide range of service processes and a diverse customer base created high complexity in knowledge management.

About SWICA

SWICA is one of Switzerland’s leading health insurers, serving over 1.6 million insured customers and 31,000 corporate clients. SWICA is a major player in the healthcare sector. Known for its exceptional customer satisfaction ratings, SWICA is committed to leveraging digital innovation to enhance customer experience.

Client: SWICA

Solution: AI-Powered Chatbot IQ

Objective: Improve customer service efficiency, reduce live-agent workload, and enhance customer engagement

Agent Assist Bot & AI-Driven Knowledge Management for Callpoint

• Higher automation levels: Partial process automation enhances service quality.
• AI-powered central knowledge management: Ensures up-to-date information and quick content adjustments.
• Real-time agent support: Reduces workload and enables agents to focus on customer interactions.
• Seamless integration into Callpoint’s infrastructure: Works within existing CRM & telephony systems.

Results & Impact

60% reduction in training efforts for new agents.

• Reduction in customer service error rates
• Faster onboarding: New agents become productive more quickly.
• Increased first contact resolution: More precise and accurate responses thanks to AI-powered knowledge management.
• More precise call handling: Higher customer satisfaction.
• Partial process automation: Less manual workload for agents.
• Scalability: Handles increasing call volumes without additional hiring.

Future Outlook

SWICA continues to enhance Chatbot IQ by:

• Expanding its capabilities to manage complex customer inquiries
• Increasing multilingual support to serve Switzerland’s diverse population
• Exploring proactive customer engagement via personalized health recommendations

Ready for the future of customer interaction?

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