Banking on Better Conversations: How Yuh elevates customer experience with multilingual AI

Switzerland’s digital-first bank introduces AI-powered chatbots to enhance support across app and web.

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About Yuh (a leading Swiss Neobank, owned by Swissquote)

Yuh is a modern, mobile-first banking solution based in Switzerland, designed for digital natives who expect seamless user experiences. The platform offers cross-border accessibility, serving not only Swiss residents but also customers in neighboring European countries such as Germany, Austria, France, Italy, and Liechtenstein. With its bold, user-friendly design and cheeky brand voice, Yuh has quickly positioned itself as a forward-thinking alternative to traditional banks.

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Objective To ease contact center capacity by having a chatbot handling repetitive questions, reduce required maintenance compared to old chatbot solution, and enhance customer experience with quick, multilingual answers via website and mobile app.

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Solution Enterprise Bot’s LLM-powered chatbot, live in four languages (German, English, French, Italian), integrated into Yuh’s help pages and mobile app, enabling customers to resolve queries on general questions, upload documents and contact Yuh’s contact center, serving as a first level support — all while ensuring the highest standards of data privacy and security.

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

Reducing Customer Service Bottlenecks in Digital Banking

As a rapidly growing D2C financial app, Yuh faces increasing volumes of customer queries. Much of this traffic comes through in-app messages and calls, straining support teams and slowing down response times.

1. Heavy reliance on phone and ticket-based support.
2. High volumes on general questions that could be automated, covering 4 languages.
3. Business-driven solution requiring minimal maintenance and IT support.
4. Ensuring data security and privacy in a tightly regulated finance sector.

Yuh needed a scalable, modern AI solution that could deliver faster, multilingual support without compromising on compliance.

A Modern Conversational AI Upgrade

Yuh upgraded its intent-based bots with Enterprise Bot’s advanced LLM-powered chatbot, resulting in improved coverage for general questions, better customer experience and less time spent on maintenance.

• Real-time chatbot deployed on website help pages and mobile app.
• Available in four languages: German, English, French, Italian.
• Provides instant answers to FAQs and resolution for general issues without using client sensitive data.
• Directs users to contact forms, contact center or helpful links without leaving the app.
• Supports document uploads and controlled fallbacks via chatbot-guided flows.

Safeguarding Customer Trust with Data Privacy by Design

In the financial sector, protecting customer data is as important as providing great service. Yuh’s chatbot implementation demonstrates how Conversational AI can be both intelligent and compliant.

• Privacy-First Design: The system was built for general questions only, so that while customers can freely interact with the chatbot, sensitive personal data is never shared with external LLMs.
• Masked Data Handling: Data is masked in case client input contains sensitive information (IBAN, contact numbers, email addresses, etc.) and remains securely within Yuh’s infrastructure, ensuring compliance with Swiss FADP and EU GDPR.

By ensuring no private data leaves their environment, Yuh proved that financial institutions can adopt cutting-edge AI without compromising compliance.

Omnichannel Conversational AI Implementation

WWZ leveraged Enterprise Bot’s Conversational AI solutions to handle customer service across email, chat, and planned voice channels.

• Email Support
• Chat Support
• Voice Support

Email Support

• Automated handling of first- and second-level queries via two central mailboxes.

• Coverage across multiple departments including Telecom, Electricity, Gas, Water, and E-Mobility.

• AI-generated draft responses refined and approved by support teams.

• Planned upgrade: direct automated responses without manual second-level review.

• CRM integration in progress to streamline ticket creation and dispatch.

Chat Support

• Public chatbot deployed on WWZ’s website.
• Covers all business intents (technical support, billing, outages, contract management, etc.).
• Provides contact forms for ticket creation and callback requests.

Voice Support (Upcoming)

• Voicebot (powered by Vier.ai) to provide first-level support outside business hours.
• Real-time handling of simple queries.
• Automated conversation summaries and ticket creation for complex issues.

Future Outlook

Yuh is further exploring how conversational AI can enhance both client and agent experiences, continuing its journey towards smarter, compliant automation.

• Exploring internal chatbot use cases for agent support and knowledge sharing.
• Ongoing efforts to enhance in-app AI capabilities to reduce manual agent involvement and boost customer self-service rates.
• Continued focus on compliance-first innovation, ensuring customer trust and security.

Key Results & Impacts

• 4K Weekly Conversations In Total Across Four Languages
• 2% Increase in Positive Feedback
• 4% Decrease in Negative Feedback
• 50% Reduction in Chatbot Maintenance Time

In the first month, demonstrating strong adoption and engagement. Compared to the previous intent-driven chatbot, highlighting improved customer satisfaction (CSAT). Gen AI system’s efficiency and boosting team productivity.