More than just a chatbot

Your digital assistant Sam

Digital assistance uses generative AI to help you find the right information quickly.

Fast support

Always there for you

Data in Switzerland

Frequently asked questions about Sam

Find your answers

What is Sam?

Sam is Swisscom's digital assistant. She supports you around the clock in the chat and voice channel with your concerns. With the support of artificial intelligence, Sam understands questions and provides appropriate answers. She also creates her answers using generative artificial intelligence. This allows Sam to formulate answers herself and make conversations more natural. This technology makes it possible to answer even more customer queries directly and comprehensibly.Sam is currently less advanced in the voice channel (IVR) than in chat, but uses the same AI technology.

What can Sam help me with?

Whether you have problems with the Internet or mobile, payment deadline extensions, SIM activations or information about your products: The digital assistant Sam understands your concerns about Swisscom and supports you. If Sam is unable to help, she will forward you to a Swisscom employee - either in chat or by callback, depending on the customer's request.

Why doesn't Sam understand me?

Sam will understand you best if you formulate your request in simple, complete sentences and don't just use keywords. However, it can happen that the answers are incomplete or imprecise or that a request has to be forwarded to an employee for further clarification. As Sam's answers are generated automatically, they may be unpredictable in individual cases. Swisscom can therefore accept no liability for the accuracy, completeness or timeliness of this content.

Note: Sam is constantly being developed and updated in order to continuously improve its functions.

What technology does Sam use?

Sam uses so-called LLMs (Large Language Models), which are also used by ChatGPT. To ensure that Sam is always at the cutting edge of technology and continues to improve, the models used are regularly evaluated and replaced by modern ones. Sam uses specially created prompts for various tasks. These tasks include, for example, the recognition of concerns, the creation and reformulation of responses and the personalization of communication.

What happens to my data that I enter at Sam?

Swisscom only uses your input to operate and improve Sam. The external technology providers behind Sam are not allowed to use your data for their own purposes. Sam runs on servers in Europe. So that your privacy remains protected in the best possible way: Do not share sensitive personal data such as health information or passwords.

What is the difference between Sam and myAI?

Sam offers you automated support for your Swisscom concerns, while myAI is a general AI companion for your everyday life. Sam uses a Swisscom-specific knowledge base, while myAI also accesses external knowledge sources.

Information on data protection

Swisscom uses AI models from various providers operated in Europe for its digital assistant, Sam.Under no circumstances can these providers use your data to further develop third-party AI models. There is therefore no risk that your data will end up in the training dataset of such an AI model.

Swisscom collects only the data necessary to provide the digital assistant. We recommend that you generally avoid entering any personal data—such as your name, address, email address, or phone number—unless Sam asks for it in order to handle your request. If you do enter personal data, we will use it only for the purpose for which you provided it to us.

We keep this information up to date on an ongoing basis. Please check this page regularly to ensure that you are familiar with our current privacy practices. We also refer you to our comprehensive privacy policy at www.swisscom.ch/privacy.

General information

Sam’s goal is to process and resolve customer inquiries using generative AI. Swisscom already provides a wealth of information online. Customers can search for and interpret this information to answer their own questions or resolve their own issues. Our digital assistant, Sam, makes this process even more intuitive: The AI gathers the relevant information from our website, interprets it based on the customer’s input or inquiry, and formulates an appropriate response. If you’re logged in with your Swisscom Login, you can also use Sam to perform certain actions and resolve issues directly in the chat.

Functionality

Sam provides information on topics that are found or generated through user input and the underlying algorithm. Swisscom may recognize certain patterns in your chat history to improve Sam’s ability to answer your questions. This may include, for example, topics, preferences, or interests derived from your chat history. No specific functionality of Sam is guaranteed. Sam is still in the learning phase and is constantly being improved.

Usage

Actions such as harassment, defamation, or infringement of third-party rights through the use of Sam are not permitted, and violations of these rules may result in penalties. Should you encounter offensive or inappropriate language, this in no way reflects the views of Swisscom.

Sam’s advice and recommendations are for informational purposes only and are not a substitute for professional advice. We recommend that you verify the answer on our website or contact the hotline directly (Tel. 0800 800 800) before relying on it or making decisions based on it.

Restrictions

Use of the digital assistant Sam is at your own risk. The information provided by Sam is neither binding nor does Swisscom guarantee its accuracy. The information provided by Sam may be outdated, incorrect, incomplete, or inaccurate. In particular, Swisscom makes no warranty or guarantee regarding the timeliness, accuracy, or completeness of the information provided.

Swisscom expressly reserves the right to modify, supplement, or delete individual or all services related to Sam, or to suspend their publication temporarily or permanently, without prior notice. Swisscom does not guarantee the availability of Sam under any circumstances. Swisscom is not obligated to offer the use of the digital assistant for a specific period of time. There is no entitlement to use the digital assistant. Swisscom reserves the right to terminate the service at any time.

Liability

Swisscom (including its affiliated companies and representatives) excludes any liability in connection with the use of Sam or the unavailability of Sam, including any resulting consequences. Swisscom is not liable for any links generated, provided, or otherwise made available to the user by Sam.

Intellectual property

Sam is protected by intellectual property rights, including copyrights. Copying, modifying, or distributing the digital assistant without the rights holder’s permission is not permitted.