Case Study: Thalys achieves 99% automation and fully automated claims processing with Mindsay

How Thalys uses a multilingual bot to efficiently scale their customer support initiatives

Thalys, the French‑Belgian high‑speed rail operator, faced growing multilingual support demands and surging inquiries after expanding channels like Facebook and Twitter. Wanting to keep customer service in‑house while improving response times, Thalys selected Mindsay to deploy an automated chatbot solution to deflect simple requests, qualify complex ones, and integrate with existing systems.

Mindsay built a four‑language bot (launched in about one month) across website, app and Messenger with API integrations to Salesforce, Navitia and Falcon; the bot opens Salesforce cases, hands over to Salesforce Live Agent when needed, and automates claims and reimbursements. The result: 24/7 support in four languages, a 99% automation rate, reduced request volumes, faster resolutions, and the ability for Thalys to scale customer service without outsourcing or expanding its team.

Thalys

Stephan Krämer

Customer Service Program Manager