The use case: how Albert Heijn deploys Rasa
Albert Heijn runs a Rasa CALM-based AI agent for customer service on web, mobile and WhatsApp in the Netherlands and Belgium. It handles common questions and actions through deterministic flows and uses a RAG setup for long-tail inquiries, resolving issues without human escalation.
More reported results
Figures published in Rasa’s case study. They are not independently measured by usedby.
42% quality score, reflecting confirmed issue resolution or successful journey continuation
Handling digital stamp issues through the app led to an 80% reduction in contact volume for that specific request.
Customer satisfaction increased 0.5 points on a 5-point scale
Other AI tools used by Albert Heijn
Other public relationships recorded on usedby.
Explore Albert Heijn’s AI stack
Other companies using Rasa
Customers across industries, with public evidence.
AutodeskConfirmed
Deutsche TelekomConfirmedEddy TravelsConfirmed
Groupe IMAConfirmed
HelvetiaConfirmed
JetBrainsConfirmedGo straight to the source
Based on Rasa’s published case study. We check the public evidence; the results are reported by the vendor.
rasa.com- Last checked
- Oct 8, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 50%Checked
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- The passage quoted aboveChecked
Copied word for word from the page, near the name of Albert Heijn.
- Albert Heijn uses RasaChecked
Confirmed line.
- The result itselfNot checked
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Today, the agent achieves a 50% prevented contact rate and a 42% quality score across operations in the Netherlands and Belgium, delivering substantial operational cost savings.