Government

Generative AI at the service of RATP users

Challenge

Use of generative AI to streamline incoming contacts and enhance reachability

Anticipate and absorb peaks in customer service activity

Paris Olympics 2024

A 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:

Prevent bottlenecks in customer service and recover calls that can be avoided
Promote multilingual self-care
Responding to the greatest number of people with accuracy and precision

Project

The DialOnce Omnichannel Bot

To meet this challenge, RATP's customer service chose to deploy DialOnce's Omnichannel Bot: a conversational agent augmented by generative AI. RATP was won over by its ability to meet key expectations:

Orchestration of voice channels, whatsapp and forms
Accessible from multiple websites and apps
Handle a dozen macro intentions and a hundred spontaneous intentions
To be operational very quickly and agile enough to adapt to frequent changes in information, especially for the Olympic Games.

Use of DialOnce generative AI by RATP to streamline incoming contacts

Results

RATP infringement recovery using DialOnce's omnichannel bot and generative AI

Improving self-care performance

Control incoming contact flows

Numerous benefits were observed as soon as the conversational agent was released:

Time savings: in less than 3 weeks the Generative AI chatbot was in production
Relevance: answers are immediately available in multiple languages and personalized.
Great agility in adapting the chatbot to the needs of RATP's customer service department
Reduced number of incoming contacts

To watch the full replay of Gaetan Bultez's testimony at All4Customer 2024, please complete the form below.

Perspectives

"In the future, we expect AI to be able to ask additional questions for a better understanding of the intention (...) for example, choosing a preferred mode of transport to suggest the best route. That's one of the reasons why we went for this type of product, because we think we're just at the beginning!"

Gaëtan Bultez

Directeur service client RATP