RATP: generative AI and omnichannel bot for better user experience

During the Paris 2024 Olympic Games, DialOnce’s AI agent (new-generation chatbot) 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:

• Construction work and modified access: providing information on disruptions and alternative routes.
• Transport tickets: fares, validity, points of sale, and usage conditions.
• Event locations: access, recommendations, and practical information.
• Assistance with issues: lost tickets, forgotten items, or other difficulties.
  
  

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.

Testimonials from Gaetan Bultez during All4Customer 2024