How SIX Uses AI to Streamline Customer Service & Enhance Efficiency

How SIX Optimized Customer Support with Enterprise Bot’s AI Technology

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About SIX

SIX operates the infrastructure for the Swiss and Spanish financial centers, providing critical services in trading, post-trading, financial information, and payments. As one of the top three stock exchange groups in Europe, SIX plays a pivotal role in global financial markets. With a commitment to innovation, SIX is leveraging AI to optimize customer experience and operational efficiency.

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Objective: Automate and enhance customer service through AI-driven solutions

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Solution: AI-Powered Customer Support – ERA Bot

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

SIX handles a high volume of customer inquiries globally across multiple service areas, including market data, tax and regulatory compliance. Challenges included:

1. Fragmented customer communication with 100+ support email addresses
2. Heavy administrative workload on support teams
3. Extended response times and challenges in handling customer requests
4. Concerns around AI adoption & its impact on human roles

AI-Powered Customer Support

SIX introduced an AI-driven support tool to transform customer experience:

ERA Customer Support Bot

ERA Customer Support Bot

• Handles customer email inquiries, replacing over 100 support email addresses
• Automates triage, request assignment, and follow-ups
• Identifies and consolidates duplicate inquiries
• Supports multiple languages (English, German and French)

What our customer says

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"Integrating AI into Customer Service was a game-changer. With ERA, we've significantly improved response times, allowing our support teams to focus on customer-centric activities and prioritize high-value tasks, thereby strengthening our customer relationships."

Stefan Marty

Senior Change & Transformation Manager

Future Outlook

SIX continues to expand its AI capabilities by:

• Enhancing AI-driven analytics to improve customer insights
• Expanding language support for a more global reach
• Developing predictive support models to anticipate client needs

Key Results & Impact

276,000+

customer requests processed annually

91%

accuracy in automated customer identification

276%

Increase in volume handled via the AI bot in 24 months

• Reduced noise by filtering out non-customer inquiries
• Faster response times & reduced wait periods
• Improved support consistency across global operations
• Enhanced self-service capabilities for clients
• AI-driven tools helped position SIX as an innovation leader
• Boosted internal AI adoption & confidence in automation
• Significant reduction in manual administrative work