Case Study: TGV Lyria achieves scalable 24/7 customer service and reduced handling times with Mindsay

How TGV Lyria uses a bot to cost-effectively scale their customer service operations

TGV Lyria, the French‑Swiss rail operator serving nearly 5 million travelers a year, needed to scale multilingual, 24/7 customer support and resolve frequent customer questions quickly without expanding its service team. To address this, TGV Lyria chose Mindsay’s chatbot solution — a full‑page bot integrated with Zendesk that handles queries in two languages and serves as a single point of entry.

Mindsay implemented the “one‑door” full‑page bot (Franz) to deflect and qualify requests before routing complex issues to agents; the bot operates 24/7 across website and Messenger and achieves a 94% understanding rate. As a result, Mindsay’s bot deflected a significant portion of simple requests, reduced the number of contacts reaching agents, increased service capacity and lowered request handling times without additional hires.

TGV Lyria

Fanny Blandenet

Transversal Project Manager