Government

Réseau Mistral in Toulon deploys an AI agent to complement its passenger information services

Challenge

Meeting rapidly evolving passenger expectations

Facing rapidly evolving passenger expectations, including 24/7 access to information, immediate and reliable answers, and support adapted to all passenger profiles (regular users, occasional travelers, and tourists), Réseau Mistral Toulon wanted to deploy an AI agent accessible directly from its website.

Réseau Mistral's benefits :

Provide an additional information channel to handle simple customer service requests
Help manage peaks in demand linked to disruptions or the tourist season
Promote existing self-service solutions across digital journeys
Help identify unanswered customer requests and progressively enrich website and FAQ content

To achieve this

The omnichannel AI agent

With the support of RATP Dev, Le Réseau Mistral in Toulon deployed the DialOnce omnichannel AI agent to support passengers throughout their journey, from trip planning to arrival at their destination.

For passengers, the AI agent provides instant access to information 24/7, fast and direct answers without having to search through the website, a smoother and more reassuring experience, and greater autonomy throughout their journeys.

A simple, adaptable, and scalable approach:

Fast implementation without heavy transformation
Built on the tools and data already in place at Réseau Mistral
Adapted to the local specificities of the network
Seamless integration into existing digital journeys

Results

Self-care 98% Users of the AI agent choose a self-service solution available within the digital journeys

Déployment Fast An integration implemented within existing digital journeys

Journeys Tailored Consideration of the local specificities of Le Réseau Mistral

"An enriching experience. A truly interesting project led by the DialOnce team, who were attentive and highly responsive throughout. The project was well structured, with smooth collaboration and continuous support at every stage of its progress. A genuine co-construction effort built on collaboration, knowledge sharing, professionalism, and clear project management, exactly what I value in a successful project."

Valérie Canto

Customer service manager, Le Réseau Mistral