# How Albert Heijn uses Rasa

**50%** reduction in human-handled customer service

As published on [rasa.com](https://rasa.com/customers/albert-heijn). Captured by usedby on 2026-10-08.

- Company: [Albert Heijn](https://www.usedby.ai/companies/albert-heijn.md)
- Tool: [Rasa](https://www.usedby.ai/tools/rasa.md)
- Industry: [Retail](https://www.usedby.ai/companies/industry/retail-offline-omnichannel.md)
- Teams: Customer Service, Customer Care
- Customer since (as the page says): Albert Heijn began working with Rasa in 2019.

## 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.

Summary written by usedby from the source page, in English. The figures are those of Rasa and Albert Heijn, not ours.

> 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.

- **42%**: “42% quality score, reflecting confirmed issue resolution or successful journey continuation”
- **80%**: “Handling digital stamp issues through the app led to an 80% reduction in contact volume for that specific request.”
- **0.5 points**: “Customer satisfaction increased 0.5 points on a 5-point scale”

## Other AI tools used by Albert Heijn

- [Smartly](https://www.usedby.ai/tools/smartly.md) — Confirmed

## Other companies using Rasa

- [Autodesk](https://www.usedby.ai/companies/autodesk.md) — Confirmed
- [Deutsche Telekom](https://www.usedby.ai/companies/deutsche-telekom.md) — Confirmed
- [Eddy Travels](https://www.usedby.ai/companies/eddy-travels.md) — Confirmed
- [Groupe IMA](https://www.usedby.ai/companies/groupe-ima.md) — Confirmed
- [Helvetia](https://www.usedby.ai/companies/helvetia.md) — Confirmed
- [JetBrains](https://www.usedby.ai/companies/jetbrains.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 50% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Albert Heijn.
- Checked: Albert Heijn uses Rasa. Confirmed line. Latest check across sources: 2026-10-21.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/albert-heijn-rasa · How we check: https://www.usedby.ai/methodology