Case Study: RATP improves traveler self-service and reduces contacts with DialOnce's AI chatbot

RATP reduces customer contacts by up to 30% with DialOnce

RATP, the public transport operator for Paris, faced the challenge of preparing its customer service for the massive influx of visitors during the 2024 Olympic Games. Their objectives were to prevent bottlenecks, promote multilingual self-care, and respond accurately to a high volume of inquiries. To meet this challenge, RATP's customer service chose to deploy DialOnce’s next-generation AI chatbot, a conversational agent enhanced by generative AI.

DialOnce’s solution provided an AI agent that could be accessed from multiple websites and apps, handling a wide range of traveler intentions in multiple languages. The implementation resulted in significant time savings and great agility. During the Olympics, the chatbot managed thousands of inquiries on topics like transport tickets and disruptions, which helped streamline communications. According to RATP's Customer Service Director, the DialOnce agent reduced incoming contacts by up to 30%, relieving pressure on customer service teams and allowing them to focus on cases requiring human assistance.

RATP