Case Study: RATP achieves 84% automated support conversations with Mindsay

Reducing support tickets by 50% with a bot connected to Zendesk

SNCF worked with Mindsay to improve customer support for its large transportation network, where high volumes of passenger questions and complaints were overwhelming support agents and driving up response times and costs. The company needed a more efficient way to handle routine requests while also keeping travelers informed with timely transit updates.

Mindsay implemented a conversational AI chatbot across web, mobile app, and Messenger to answer common support questions, provide live transit information, and send alerts for service disruptions. The bot now handles 84% of conversations, has reduced agent workload, cut customer wait times, and helped SNCF proactively prevent support requests while improving the overall commuter experience.

Sncf

Christine Daugeron

Mobile App Director