Events
< Back to the blogOn March 27, 2024, at the All for customer Paris trade show, RATP presented its feedback around the various uses of generative AI in its customer service.
> You can watch an extract from the conference in the video opposite.
> You can also watch the whole conference by filling in the form at the bottom of the page.
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RATP explains how, on the eve of the major strike in 2019, customer service organized itself to anticipate a peak in calls and requests by setting up DialOnce's visual IVR.
The service is still active.
In the second part, RATP's Customer Relations Director set out to explain its strategy for welcoming the public of the Paris 2024 Olympics.
In order to anticipate flows of multilingual requests specific to this period, RATP has equipped itself with DialOnce's Generative AI Bot to answer and guide RATP users during this delicate period.
Finally, RATP focused on a use case specific to the site dedicated to the collection of infractions.
The customer service department has equipped itself with DialONce's Omnichannel Bot to best handle these requests. Thanks to its generative AI, which enables it to qualify intent very finely, DialOnce's multi-AI engine can then orchestrate certain requests towards the whatsapp feed dedicated to special cases.
