# How SIX Uses AI to Streamline Customer Service & Enhance Efficiency

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

[Download Case study PDF](/content/case_study/six#form/index.html)

## 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