Government

How did RATP digitalize its inbound calls using visual IVR?

Challenge

Absorbing call peaks

Facing ever-increasing call peaks, RATP must step up its efforts, particularly during exceptional events such as strikes or the COVID-19 crisis.

In these high-pressure situations, relieving call centers becomes essential to ensure continuous service quality and to keep passenger information accessible, even when contact volumes surge.

RATP’s needs:

Accelerate digital transformation to modernize contact journeys and adapt them to new digital usage patterns
Encourage customer self-service by enabling users to access information quickly, without systematically going through an agent
Handle unprecedented call peaks, particularly during exceptional events, without overloading contact centers
Achieve 100% reachability, ensuring continuous access to services even during periods of high demand

Better control contact journeys with visual IVR

To maintain a high level of reachability, RATP has progressively evolved the way it manages its contact channels. Faced with a sharp increase in call volumes, it quickly became necessary to offer alternatives to the traditional voice channel, in order to guide passengers toward journeys better suited to the nature of their request.

By diversifying its contact points, RATP is able to better distribute call flows, prioritize higher-value requests, and provide passengers with solutions that are accessible at any time. It is within this context that visual IVR was introduced, enriching inbound calls with autonomous digital journeys.

To achieve this

Visual IVR

To maintain a high level of reachability, RATP chose to deploy a self-care solution applied to inbound calls: Visual IVR. Rolled out in just 10 days and still active since 2019, this solution enables passengers to handle their requests independently through digital journeys available 24/7.

Visual IVR provides access to essential information, such as line openings, and allows users to download useful documents, including delay certificates. By delivering immediate, always-available responses, RATP is able to relieve its call centers and ensure service continuity, even during periods of peak demand.

"Our aim was to set up an easy-to-use interface, available 24/7, which would allow you to distribute and update information, and download documents such as certificates of delay, without having to wait."

Gaetan Bultez

Head of Customer Service at RATP

Results

Avoided calls 38% Requests processed via a communication channel other than the telephone

Reachability 100% Customer calls redirected to self-care solutions

To go further

Digitization of incoming calls at RATP through DialOnce's Visual IVR

DialOnce Visual IVR to absorb call surges during strike periods

During the December 2023 social movement, RATP relied on DialOnce’s visual IVR to cope with a sharp surge in inbound calls, including outside standard customer service hours. Implemented ahead of the strike and without major IT impact, visual IVR made it possible to quickly identify low-value requests and redirect passengers toward autonomous digital journeys.

This redirection was widely adopted, with 38% of calls shifted to visual IVR and a 94% self-care rate, making it possible to avoid one third of inbound calls during the strike period. This deployment demonstrated RATP’s ability to ensure service continuity and absorb exceptional peaks in activity.

"These 38% fewer calls enabled us to maintain a high level of service quality, ensure availability for higher-value calls, where there is a real need to speak with one of our agents and effectively handle issues related to the social movement."

Gaëtan Bultez

Head of Customer Service at RATP

The DialOnce AI agent to simplify the traveler experience during the Paris 2024 Olympic Games

On the occasion of the Paris 2024 Olympic Games, the AI agent developed by DialOnce was deployed to support the exceptional influx of travelers and respond in real time across all digital customer journeys. Designed to understand user intent, this new-generation AI chatbot was widely used to handle key topics such as access and service disruptions, transport tickets, event venues, and incident assistance.

By autonomously handling these requests, the AI agent streamlined interactions, increased traveler autonomy, and reduced pressure on customer service teams. This enabled staff to focus on cases requiring human intervention, while ensuring a smooth and continuous transport experience throughout the event. This case study is illustrated by a detailed use case and a video testimonial from Gaëtan Bultez, presented at the All4Customer Paris 2024 event.

Discover the case study