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How SIX Uses AI to Streamline Customer Service & Enhance Efficiency
How SIX Optimized Customer Support with Enterprise Bot’s AI Technology
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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Client: SIX, through its Financial Information business unit
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Solution: AI-Powered Customer Support – ERA Bot
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Objective: Automate and enhance customer service through AI-driven solutions
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The Challenge
SIX handles a high volume of customer inquiries globally across multiple service areas, including market data, tax and regulatory compliance. Challenges included:
Fragmented customer communication with 100+ support email addresses
Heavy administrative workload on support teams
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Extended response times and challenges in handling customer requests
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Concerns around AI adoption & its impact on human roles
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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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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)
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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.
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
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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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Future Outlook
SIX continues to expand its AI capabilities by:
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
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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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