Offer instant 24/7 assistance:
immediate answers to passenger questions, even outside regular service hours, thanks to AI
Direct each passenger to the right service:
requests are instantly qualified and routed to the appropriate channel based on passenger needs
Deliver smooth, consistent omnichannel journeys:
from traffic information to complaint handling, every interaction is personalized
Automate simple requests:
schedule information, post-incident refunds, or reporting of route anomalies handled instantly by AI
Free your teams from repetitive requests:
let them focus their expertise on managing traffic disruptions, major incidents, and complex requests
In today’s national and international mobility, where passengers expect instant and simple solutions, AI agents speed up request handling, enhance service quality, and relieve field teams :
- Assistance available anytime: passengers receive instant answers 24/7, even outside opening hours or during peak periods
- Automation of recurring requests: incident reports, refunds, traffic information, and itinerary requests are handled automatically without human intervention
- Consistent omnichannel orchestration: different channels (mobile app, phone, email) are interconnected and managed by AI agents, ensuring smooth and automatic routing of requests based on their nature and urgency
- Reduced workload for field teams: freed from simple, repetitive requests, teams can focus on complex incidents or assisting passengers in need
- Enhanced responsiveness during disruptions: by offloading simple requests, human resources are more quickly available to handle critical network situations
Transport operators face continuous passenger flows and increasingly diverse requests. To streamline and optimize the management of these interactions, they can now rely on conversational agents (AI chatbots), visual IVRs (interactive visual guidance over the phone), and mailbots (analyzing and automatically responding to incoming emails) to automate simple and recurring requests. Each request is analyzed, qualified, and automatically routed to the appropriate handling process. Whether it involves providing traffic updates, managing refunds, issuing certificates, or processing incident reports, AI ensures instant and consistent handling across all digital channels.
The result: a smoother passenger experience, human resources refocused on complex situations, and increased digital adoption that empowers passenger autonomy.
To give teams back as much time as possible, several AI solutions work together seamlessly. As soon as a simple request is made, the conversational AI agent (an advanced chatbot that instantly answers passenger queries) handles it, sparing advisors from repetitive questions throughout the day. When requests arrive by email, the mailbot steps in to sort and prioritize messages, significantly reducing manual processing workload. Finally, in more complex situations where human intervention is still needed, the augmented advisor agent supports human agents with contextual analyses and actionable recommendations.
The result: optimal availability throughout the passenger journey, teams fully focused on high-value situations, and passengers assisted with greater responsiveness whenever complexity arises.
In an increasingly connected mobility environment, the conversational AI agent becomes a key asset to streamline interactions and ensure consistent request handling. Whether it’s quickly finding a route, reporting an incident, or checking traffic updates, the AI agent guides each passenger to the right information or service while ensuring data privacy. Advanced language models (LLMs as a judge) continuously monitor the quality of generated responses, acting as impartial “judges” to detect inconsistencies, reduce bias, and ensure the accuracy and compliance of information provided to passengers.
The result: a simpler passenger experience, secure interactions, and a seamless digital customer relationship at every stage of the journey.
Faced with ever-changing passenger movements, conversational AI analyzes situations in real time. It identifies needs, adapts its responses, and relies on robust technologies: RAG to access up-to-date data, NLU to understand requests, and trusted AI to ensure information integrity. Integrated with operational tools (traffic supervision, incident management, passenger services), AI personalizes interactions and ensures service continuity, even during peak periods. With the support of the augmented advisor agent, it delivers instant summaries, enabling quick decisions and providing passengers with reliable information.
The result: better-assisted teams, more agile incident management, and an optimized passenger experience.
As part of the 2024 Olympic Games, RATP anticipated a sharp increase in passenger requests, particularly through digital channels. To handle this surge, DialOnce's omnichannel AI conversational agent was deployed to instantly respond to the most frequent requests: routes, schedules, disruptions, and practical information. Passengers were able to receive instant and reliable answers, significantly reducing the load on customer service centers and allowing for better allocation of human resources.
To handle frequent call surges caused by traffic disruptions or exceptional events, RATP has implemented DialOnce’s Visual IVR. From the very first seconds, passengers are directed to an intuitive digital interface where they can quickly find the information they need. By automating the processing of a large share of simple requests, the solution significantly reduces the load on call centers and ensures optimal accessibility, even during peak periods. Customer service agents can then focus on complex situations and provide personalized support when necessary.
"The social movement enabled us to deploy DialOnce's Visual IVR, to verify our customers' acceptance of this type of usage and to validate the benefits of the solution for both customers and employees."
"To facilitate the work of our advisors, we chose to offer DialOnce's conversational agent supported by artificial intelligence. This agent was particularly in demand during the Paris 2024 Olympic Games."
"The social movement also enabled us to test Dial Once's Visual IVR, to verify our customers' acceptance of this type of usage and to validate the benefits of the solution for both customers and employees."
More than just technology: a concrete and reliable support for field teams. Built around three main pillars, the DialOnce ecosystem is backed by 10 years of experience developed in France
Our AI agents go beyond simply providing automated answers. They recognize what each passenger is looking for, understand the context, and quickly guide them to the right information or service. Connected to transportation sector tools, they simplify interactions and allow teams to focus on more complex requests.
With each interaction, the AI agent learns from previous exchanges, adjusts its responses, and improves the assistance provided. By identifying even implicit needs, it anticipates certain requests and delivers increasingly tailored answers. This progressive evolution makes journeys smoother and enhances the passenger experience.
Our solutions integrate seamlessly with your tools and workflows. Each project is built with your teams to address your specific needs and adapt to your operational constraints. A flexible AI that evolves with your day-to-day operations.
