Case Study: RATP resolves 84% of support requests with Mindsay

How a bot is resolving 84% of support requests

RATP, the primary operator of Paris’ metro, tramway, bus, and RER networks serving over 11 million passengers daily, was overwhelmed by a huge volume of support requests across its website, mobile app, social channels and phone lines. Manually handling each inquiry was time- and cost-intensive (about $19.90 per request) and led to long wait times and frustrated commuters, so RATP turned to Mindsay to explore a conversational AI solution.

Mindsay built and deployed a chatbot across RATP’s website, mobile app and Facebook Messenger to resolve common issues (reporting station problems, fares, fines) and provide live transit info and personalized alerts, including push messages for major disruptions. The Mindsay chatbot now automates 84% of conversations, cuts customer wait times, frees agents to handle complex cases, and reduces support costs and request volume significantly.

RATP

Patricia Delon

Marketing Director