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90% Cost Reduction: How Comboios de Portugal Uses AI to Transform Support
From Delays to Direct Answers: CP’s Journey with AI-Powered Chatbot on Web & WhatsApp
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About Comboios de Portugal (CP)
Comboios de Portugal (CP) is Portugal’s leading railway operator, connecting urban, suburban, and rural regions and offering cross-border services to Spain. Serving nearly 200 million passengers annually, CP is a state-funded company committed to digital innovation and operational efficiency.
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Client: Comboios de Portugal (CP)
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Objective: Automate support, reduce costs, and improve accessibility for passengers
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Solution: AI-powered Chatbot on Web & WhatsApp (based on Microsoft Azure)
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
The Challenge
CP faced widespread public transport challenges – and a high dependency on manual support:
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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The Solution: Smart Assistant for Everyday Travel
CP deployed an AI chatbot on its website and WhatsApp, integrated with key systems such as sales platform and train delay APIs.
Key Capabilities:
Key Capabilities:
- Supports Portuguese & English on web, Portuguese on WhatsApp
- Automates sales, refund, and delay queries
- Responds in 2–4 seconds with up to 98% accuracy
- Only 12% of chats require handover to a human
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Omnichannel Conversational
your AI Implementation
WWZ leveraged Enterprise Bot’s Conversational AI solutions to handle customer service across email, chat, and planned voice channels.
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.
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Overcoming Implementation Barriers
The deployment of our solution required alignment on internal workflows and optimization of contact center processes.
Overcoming Implementation Barriers
The deployment of our solution required alignment on internal workflows and optimization of contact center processes.
- Focused on triaging and backend automation without disrupting existing employee workflows.
- Ensured smooth adoption by integrating draft responses into support teams’ review process.
- Addressed customer experience improvements incrementally, beginning with email and chat before scaling to voice.
- Collaboration with WWZ stakeholders ensured clarity on sensitive information (e.g., CRM system references) and alignment on what to highlight publicly.
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Implementation Journey
Implementation Journey
- Initial rollout on both Portuguese and English website
- Initial integration with sales/timetables API
- Later integration with delays API
- Later integration with WhatsApp
- Cost savings of over €90,000 per year achieved in 2024
- Smooth collaboration between Enterprise Bot and CP’s digital team
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Future Outlook
Future Outlook
- Embedding chatbot into CP’s redesigned website
- Exploring proactive messaging for delay updates and ticket offers
- Voice bot implementation
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with a request body that specifies how to map the columns of your import file to the associated CRM properties in HubSpot.... In the request JSON, define the import file details, including mapping the spreadsheet's columns to HubSpot data. Your request JSON should include the following fields:... entry for each column.
Ready for the future of customer
interaction ?
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