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Title

SAP builds a Mistral-powered multilingual chatbot that cuts SBB's software-migration support queries by 80%

derived · high

…elp address end-users support needs during SBB's multi-year software migration, the SAP team built a multilingual chatbot leveraging Mistral Large hosted entirely on the SAP operated infrastructure. The chatbot employs sophisticated retrieval-augmented generation (RAG) to draw…

…ow enterprise software migrations are supported. Support volume transformation: SBB achieved an estimated 80% reduction in repetitive support queries, freeing expert "super users" to focus on complex problem-solving. Scalable cov…

Description

To support end users during Swiss Federal Railways' (SBB CFF FFS) multi-year software migration affecting 30,000 employees, SAP built a multilingual chatbot using Mistral Large hosted entirely on SAP-operated infrastructure, making the deployment 100% European and locally hosted. The chatbot uses retrieval-augmented generation to draw on FAQs, training materials and unstructured content, with glossary-based query rewriting for domain-specific abbreviations and a human-in-the-loop process that captures expert answers into the knowledge base. It integrates into existing workflows via SAP's Build Work Zone portal and Microsoft Teams. The implementation achieved an estimated 80% reduction in repetitive support queries and scaled from 1,000 pilot users to SBB's full 30,000 employees, supporting German, French and Italian natively.

derived · high

…elp address end-users support needs during SBB's multi-year software migration, the SAP team built a multilingual chatbot leveraging Mistral Large hosted entirely on the SAP operated infrastructure. The chatbot employs sophisticated retrieval-augmented generation (RAG) to draw…

…enterprise operations across multiple industries. Back to Customers 6 min read 100% European, locally hosted AI, maintained in SAP-operated infrastructure. 80% reduction in repetitive support queries. Multilingual: several languages su…

Company

SBB (Swiss Federal Railways)

quote · high

…avoid hallucinations. This partnership enables SAP to serve organizations like Swiss Federal Railways (SBB CFF FFS), as well as industries such as telecommunications and finance with AI-powered s…

Industry

Transportation

classification · high

…avoid hallucinations. This partnership enables SAP to serve organizations like Swiss Federal Railways (SBB CFF FFS), as well as industries such as telecommunications and finance with AI-powered s…

Country

Switzerland

classification · high

…avoid hallucinations. This partnership enables SAP to serve organizations like Swiss Federal Railways (SBB CFF FFS), as well as industries such as telecommunications and finance with AI-powered s…

Region

Europe

classification · high

…avoid hallucinations. This partnership enables SAP to serve organizations like Swiss Federal Railways (SBB CFF FFS), as well as industries such as telecommunications and finance wit…

Problem

Modern enterprises face universal challenges that span every sector: repetitive support queries that overwhelm expert teams, knowledge silos that prevent efficient information sharing, and manual processes that consume valuable human resources. These pain points become particularly acute during major transformations and migrations—whether it's SBB's five-year software migration affecting 30,000 employees. The complexity multiplies in European markets when there are multilingual situations. Organizations operating in German, French, and Italian face additional barriers when AI solutions can't effectively handle regional languages and dialects.

derived · high

…of SAP SE Knowledge management and business processes are universal challenges. Modern enterprises face universal challenges that span every sector: repetitive support queries that overwhelm expert teams, knowledge silos that prevent efficient information sharing, and manual processes that consume valuable human resources. These pain points become particularly acute during major transformations and mi…

…lexity multiplies in European markets when there are multilingual situations a. Organizations operating in German, French, and Italian face additional barriers when AI solutions can't effectively handle regional languages and dialects. For regulated industries like the public sector and finance (and many others),…

Solution

To help address end-users support needs during SBB's multi-year software migration, the SAP team built a multilingual chatbot leveraging Mistral Large hosted entirely on the SAP operated infrastructure. The chatbot employs sophisticated retrieval-augmented generation (RAG) to draw from multiple knowledge sources including FAQs, training materials, and unstructured content like recordings and screenshots, using advanced prompt engineering and glossary-based query rewriting to handle domain-specific abbreviations. A critical innovation is the human-in-the-loop functionality: when the AI cannot resolve a query, expert responses are automatically captured and added to the knowledge base. The solution integrates directly into employees' existing workflows through SAP's Build Work Zone portal and Microsoft Teams.

derived · high

…elp address end-users support needs during SBB's multi-year software migration, the SAP team built a multilingual chatbot leveraging Mistral Large hosted entirely on the SAP operated infrastructure. The chatbot employs sophisticated retrieval-augmented generation (RAG) to draw…

The solution integrates directly into employees' existing workflows through SAP's Build Work Zone portal and Microsoft Teams

Business value

SBB achieved an estimated 80% reduction in repetitive support queries, freeing expert "super users" to focus on complex problem-solving. Scalable coverage: From 1,000 pilot users expanding to 30,000 employees, demonstrating enterprise-wide scalability.

quote · high

…ow enterprise software migrations are supported. Support volume transformation: SBB achieved an estimated 80% reduction in repetitive support queries, freeing expert "super users" to focus on complex problem-solving. Scalable coverage: From 1,000 pilot users expanding to 30,000 employees, demons…

…ng expert "super users" to focus on complex problem-solving. Scalable coverage: From 1,000 pilot users expanding to 30,000 employees, demonstrating enterprise-wide scalability. Real-time knowledge growth: Automated knowledge base expansion eliminates tradi…

Technology

Mistral Large

classification · high

…SBB's multi-year software migration, the SAP team built a multilingual chatbot leveraging Mistral Large hosted entirely on the SAP operated infrastructure. The chatbot employs sophisticated retrieval-augmented generation (RAG) to draw…

AI capabilities

Conversational AI, Generative AI

classification · high

…ot leveraging Mistral Large hosted entirely on the SAP operated infrastructure. The chatbot employs sophisticated retrieval-augmented generation (RAG) to draw from multiple knowledge sources including FAQs, training materials, and unstructured content like recordings an…

Deployment model

onPremise

classification · high

…enterprise operations across multiple industries. Back to Customers 6 min read 100% European, locally hosted AI, maintained in SAP-operated infrastructure. 80% reduction in repetitive support queries. Multilingual: several languages su…

Deployment options

On-premise

classification · high

…enterprise operations across multiple industries. Back to Customers 6 min read 100% European, locally hosted AI, maintained in SAP-operated infrastructure. 80% reduction in repetitive support queries. Multilingual: several languages su…

Capture details

Captured: 28 Aug 2026, 06:06 UTC
Extractor: fetch-strip@1
Snapshot hash: 700fc39e91067e149dee8659ee8c6a9c9817ca20a9965c547ad4db93b104676f

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