OUI sncf extends its customers’ autonomy with 3 voice agents


Evelyne Papon

Head of digital customer projects for France & Europe

Voice agent KPIs in production


Understanding rate

50 sec.

Average handling time


Full self-service rate


Customer service availability

Persistent demands over the phone

« OUI sncf, a subsidiary of the SNCF group, is the pioneer of e-tourism and the leader in e-commerce in Europe, with more than 16 million visitors per month.

In the last few years, we’ve launched many initiatives to promote customer autonomy on digital channels, through chatbots and dynamic FAQs for example.

However, we still receive close to 600 000 calls per year. To reduce the time spent on the phone by our agents, we decided to offer our customers the same autonomy on their preferred channel: voice. »

Three voice agents deployed in less than 2 months

« With its proprietary technology, calldesk has quickly met our needs. Three voice agents were released into production in less than two months, thanks to both teams’ exceptional speed and agility.

We’re now answering customer calls 24/7, with no queue time.

calldesk’s AI-powered voice agents allow our team to focus on more complex calls, in order to provide the most appropriate answer to every request, acting as Solution Makers. »

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