Government
< Back to the casesA few months before the Paris 2024 Olympics, the RATP wanted to offer the best possible user experience from all its websites and apps to welcome visitors, particularly foreigners.
Objectives:
To meet this challenge, RATP's customer service chose to deploy chatbot: a conversational agent augmented by generative AI. RATP was won over by its ability to meet key expectations:
Numerous benefits were observed as soon as the IA agent was released:
During the Paris 2024 Olympic Games, DialOnce’s AI agent played a key role in managing the massive influx of visitors. Designed to quickly and accurately respond to thousands of inquiries, it was extensively used for topics such as:
Thanks to its ability to handle these requests autonomously, the chatbot helped streamline communications while relieving pressure on customer service teams. The result: a simplified and efficient travel experience, even in such a demanding context as the Olympics. Travelers gained autonomy, allowing customer service agents to focus on cases requiring human assistance.
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"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. It sorts incoming requests, and responds to a maximum number of travelers in French and English, reducing contacts by up to 30%."
Gaëtan Bultez
Customer Service Director at RATP