ALDI Mobile Switzerland, in collaboration with Sunrise and Connect AI, has transformed its customer support by introducing Sam, an AI-powered assistant that improves speed, quality, and consistency. Sam seamlessly supports both customers and ALDI Mobiles telephone and email support teams, blending automation with human expertise. As a leading GenAI provider in Swiss telecom, Connect AI guided ALDI Mobile in implementing a hybrid model that optimizes customer interactions and enhances support for internal teams.
36% Of the customers click a link | 51% Self Service in Chat | Unified Knowledge For customers & Employee's |

The Story
To meet growing demand for fast, high-quality support, ALDI Mobile Switzerland turned to Connect AI to develop Sam, an AI assistant that not only handles routine inquiries from customers but also empowers telephone and email support teams. This approach reflects a strategic shift where AI is a shared resource that helps agents respond quickly, ensure quality, and find accurate answers.
Sam's dual functionality allows support agents to access the same knowledge base used by customers, ensuring consistent and accurate information across interactions. This central resource enables agents to verify responses, maintain data quality, and respond efficiently while dedicating more time to complex issues.
The Goal
ALDI Mobiles goal was to improve first-level support quality and efficiency while creating a unified support experience across channels. By deploying Sam, Connect AI enabled ALDI Mobile to achieve faster resolutions, consistent information, and a shared knowledge base that supports both customers and support employees.
Beyond answering routine questions, Sams customer intelligence offers valuable insights. For example, frequent eSIM-related inquiries highlighted a gap in ALDI Mobiles resources, prompting updates to the Q&A. Sam also identified that many in-store SIM customers needed clearer guidance, leading to improved support and better customer experiences.
“Connect AI enabled us to blend AI and human support into a seamless model. Sam isnt just a customer tool—its an essential resource for our support team, ensuring consistency and data quality across interactions" Representative from ALDI Mobile Switzerland.
The Solution
Connect AI developed Sam to serve both customers and ALDI Mobiles support teams through a unified knowledge library. With an over 36% link click rate, Sam effectively guides customers to relevant resources and equips support agents with fast access to accurate information. This shared platform simplifies verification, translation, and response quality, supporting telephone and email interactions.
Sams customer intelligence goes beyond responses, identifying trends like frequent eSIM questions and common issues with store-bought SIM activations. These insights allow ALDI Mobile to make data-driven updates, creating a more responsive, tailored support system.
By positioning Sam as the first contact for routine inquiries, Connect AI ensures that ALDI Mobiles support system is future-ready, where AI and human support coexist seamlessly.

The Result
High Engagement and Effective Self-Service: With an over 36% link click rate, Sam efficiently directs users to solutions, supporting both self-service and employee needs.
Unified Knowledge Library: Sam provides a single source of information accessible to both customers and support employees, enhancing data consistency across channels
Enhanced Customer Intelligence: By tracking question trends, Sam offers ALDI Mobile insights for ongoing product development and missing features. We spotted that over 7% of the conversations asked for a missing product feature.
Optimized Resource Allocation: By handling routine inquiries, Sam frees support agents to focus on complex cases, increasing efficiency and elevating the support experience.
Products Used
Connect AI Platform - Utilized to curate a knowledge library tailored with ALDI Mobiles specific customer information, product Q&A, and support resources, ensuring a comprehensive and accurate knowledge base using Retrieval-Augmented Generation (RAG) for enhanced efficiency and precision.
Intelligence: GPT4o Model Advanced language model from OpenAI, powering Sams intelligent responses and enabling it to handle complex inquiries with accuracy and nuance.
Multi-Agent Architecture: Composed of multiple specialized agents working together to ensure high-quality support. For example, one agent focuses on answering customer questions, while another is dedicated to classifying each conversation by topic, resolution status, and satisfaction level, enabling comprehensive monitoring and improvement of support quality.
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