Swiss railway company answers ticketing questions via chatbot

«60 to 70 percent of all questions posed to customer services are simple and repetitive queries. By means of a chatbot, we are able to answer these queries quickly and clearly», explains Pranay Jain, co-founder and CEO of Enterprise Bot. Jain adds: «This results in happy clients and unburdens customer service so they can deal with the more complex issues.»

Founded in 2017, the startup develops chatbots, an AI scheduling assistant and email triage bots. Customers of Enterprise Bot include PwC Switzerland, SWICA, Generali, AfterPay, and the SIX Group.

Now, Enterprise Bot has successfully entered the transport sector. «For many customers, the pricing systems are very confusing», explains Jain. An AI based chatbot can help. In March, they went live with a beta version of a chatbot for a major Swiss railway company. At the beginning of April, the London North Eastern Railway launched an Enterprise Bot chatbot too. The Zug-based startup is planning to target aviation companies next.

While companies have been using chatbots mainly for customer service, they are now increasingly turning to chatbots for their internal services such as IT support too. Enterprise Bot is not only able to grow thanks to multiple new customers, such as the largest B2B suppliers in Portugal, but also with existing customers. «One of our customers wants to increase our collaboration 15-fold and have one of our bots for every department», says Jain.

In order to support this rapid growth, the startup plans to expand its 17-member team by 10 employees by the end of the year. There is no need for external financing, Jain says, as Enterprise Bot has been able to double its annual revenue continuously.

At this stage, Jain and his co-founders Ravina Mutha and Sandeep Jayasankar are setting limits to geographical expansion. First, they want to position themselves as market leaders in the European market. «We are well positioned to achieve this goal», says Jain.