Case Study: OUI.sncf extends customer autonomy with Calldesk voice agents

How OUI.sncf has extended customer autonomy by deploying 3 voice agents

OUI.sncf, a subsidiary of the SNCF group and a leader in European e-commerce, faced persistent customer demand over the phone, receiving approximately 600,000 calls per year. Despite other digital initiatives, they needed to reduce call volume and extend customer autonomy on their preferred voice channel. They partnered with Calldesk to implement AI-powered voice agents.

Using Calldesk's proprietary technology, three voice agents were deployed in under two months. The solution provides 24/7 customer service with no queue time, allowing OUI.sncf's human agents to focus on more complex calls. This has significantly reduced the time agents spend on the phone.

Oui.SNCF