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. »