List of Puzzel Smart Chatbot Customers
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United Kingdom
Since 2010, our global team of researchers has been studying Puzzel Smart Chatbot customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Puzzel Smart Chatbot for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Puzzel Smart Chatbot for Chatbots and Conversational AI include: Evri, a United Kingdom based Transportation organisation with 8000 employees and revenues of $1.76 billion, TV 2 Denmark, a Denmark based Media organisation with 1057 employees and revenues of $512.0 million, ECSI, a United States based Education organisation with 250 employees and revenues of $60.0 million, Sundhed.dk Denmark, a Denmark based Government organisation with 140 employees and revenues of $15.0 million and many others.
Contact us if you need a completed and verified list of companies using Puzzel Smart Chatbot, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Puzzel Smart Chatbot customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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ECSI | Education | 250 | $60M | United States | Puzzel | Puzzel Smart Chatbot | Chatbots and Conversational AI | 2021 | n/a |
In 2021, ECSI deployed Puzzel Smart Chatbot and Puzzel Digital Engagement to automate repetitive student-loan and tax-season queries in the United States. This Chatbots and Conversational AI implementation targeted contact center peak volumes and seasonal spikes with the explicit objective of reducing peak staffing pressure.
The Puzzel Smart Chatbot was configured with automated response flows for common student loan and tax questions, intent classification and scripted Q and A to enable self service, and escalation paths to live agents for complex cases. The deployment leveraged Chatbots and Conversational AI functional capabilities including conversational routing, session context preservation, and conversational analytics for ongoing tuning of responses.
Operational scope centered on ECSI customer service and contact center operations across the United States during tax season and ongoing student loan servicing. According to the published case description, the bot now handles approximately 75 percent of chats, cut average handling time to nine minutes, and saved roughly 390 hours per month.
Governance and rollout focused on embedding the chatbot into agent workflows and peak staffing plans, shifting repetitive inquiry volume to automated channels and enabling supervisors to concentrate on exceptions. The implementation represents a targeted Chatbots and Conversational AI deployment that established conversational handling as the primary first touch for routine student loan and tax queries.
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Evri | Transportation | 8000 | $1.8B | United Kingdom | Puzzel | Puzzel Smart Chatbot | Chatbots and Conversational AI | 2022 | n/a |
In 2022 Evri deployed Puzzel Smart Chatbot, a Chatbots and Conversational AI application, to extend self-service and contact center automation across its UK customer service operations. Puzzel Smart Chatbot was implemented to handle common parcel queries, provide automated responses for tracking and delivery status, and orchestrate escalation to human agents within contact center workflows, positioning Puzzel Smart Chatbot as a front-line digital channel for customer interaction.
The implementation emphasized conversational modules typical of the Chatbots and Conversational AI category, including natural language understanding, intent classification, dialog flow orchestration, a managed knowledge base for scripted responses, and agent assist capabilities for live handoff. Configuration work focused on conversational design, multi-turn dialog handling, and routing rules to ensure seamless transitions from bot to contact center queues, while maintaining centralized content governance for response accuracy.
Operational coverage targeted Evri customer service and contact center functions across the UK, with a phased rollout approach into agent groups and digital channels such as web chat and messaging, and with governance processes for content updates and escalation procedures. This deployment complemented Evri’s prior investments in field technologies, including the company’s handheld scanner program and associated mobile workforce management platform provided with Zebra Technologies hardware and Cognito iQ software, by creating a consistent digital front door for customer interactions and improving the orchestration between automated channels and human operators.
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Sundhed.dk Denmark | Government | 140 | $15M | Denmark | Puzzel | Puzzel Smart Chatbot | Chatbots and Conversational AI | 2020 | n/a |
In 2020, Sundhed.dk Denmark implemented Puzzel Smart Chatbot, a Chatbots and Conversational AI application to scale citizen-facing healthcare support during the COVID-19 pandemic. The Puzzel Smart Chatbot reached production in two weeks and delivered continuous 24/7 availability for public inquiries.
Deployment emphasized a virtual AI chat agent configured for automated intent recognition, conversational dialogue management, and self-service response workflows, with rapid escalation paths to human agents for complex cases. Functional configuration focused on high-volume inbound query handling, triage of routine information requests, and conversational routing to contact center staff.
Operational coverage targeted Sundhed.dk's public portal across Denmark and supported citizen-facing service and public health communications during the pandemic. Governance and rollout used a rapid iterative production cadence with human oversight for exceptions, enabling the AI Chat Agent to handle 88% of incoming queries and significantly reduce human agent load.
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Media | 1057 | $512M | Denmark | Puzzel | Puzzel Smart Chatbot | Chatbots and Conversational AI | 2019 | n/a |
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