RATP prepares the 2024 Olympics with DialOnce’s generative AI bot
Gaëtan Bultez, Director of Customer Relations, RATP, shares his experience.
On 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 and in the transportation sector.
The conference in 3 points
Improving reachability in times of crisis
DialOnce Visuel IVR
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.
Anticipating peaks in activity during the Olympic Games
The DialOnce Omnichannel Bot
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 Agent to answer and guide RATP users during this delicate period.
Intelligently orchestrate requests to a WhatsApp feed
The DialOnce Omnichannel Bot
Finally, RATP focused on a specific use case, dedicated to the violation collection site.
The customer service department has equipped itself with DialOnce's generative AI chatbot to best handle these particular requests. Thanks to generative AI and the NLU, which enables highly refined qualification of intent, DialOnce's AI agent can then orchestrate certain requests to RATP's WhatsApp feed dedicated to special cases.