Flutter UK & Ireland automates over 70% of customer contacts with UiPath NLP/NLU, saving £4M+ and raising NPS to +40
Flutter was struggling to connect with its customers, suffering a low net promoter score and a challenging contact center journey. Initial integration of NLP and NLU tools yielded only 5% automation in year one and an NPS of -10, with no guarantee of customer acceptance.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer chat contact
Flutter's online chat facility serves as the automation-enhanced channel for customer interactions.
Tools used
UiPathNLPNLUUiPath Action CenterEscalation Virtual AssistantNext Best Action
Outcome
Flutter achieved over 70% contact automation in a single year (75% for Paddy Power), with resourcing requirements falling by around 33%, saving more than £4 million and avoiding £12 million in cost increases. Online activity and gameplay rose 140% without a corresponding increase in contact center load, NPS jumped to +40, customer transfers fell from 20% to 6%, and KYC response times dropped from 24 hours to 15 minutes.
What failed first
Flutter's first-year AI chatbot deployment achieved only 5% automation and produced an NPS of -10. Deploying an AI-powered chatbot proved technically complex and initial customer acceptance failed.