Home Thalys Has Leveraged Laiye’s Chatbot to Process Customer Requests in 4 Languages

Thalys Has Leveraged Laiye’s Chatbot to Process Customer Requests in 4 Languages

by Ant Sh
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Thalys Has Leveraged Laiye's Chatbot to Process Customer Requests in 4 Languages

Founded in 1996, Thalys is a French-Belgian rail company that operates high-speed train routes between major European centers like Paris, Brussels, Amsterdam, and Cologne.

Challenge

Customer centricity has always been at the center of Thalys’ philosophy. With a diverse customer base, the company offers support in four languages (French, Dutch, English, and German). To achieve this, Thalys has assembled an excellent team of highly-trained, multilingual customer service agents. As Thalys expanded their support channels to include Facebook and Twitter, the team often found themselves overwhelmed with customer requests. The company didn’t want to outsource customer service operations, but also knew that they couldn’t maintain acceptable response times without help. That’s the reason Thalys turned to automation to deflect simple customer requests and qualify complex ones, so their agents could resolve them faster.

Vendor Selection

In 2017, Thalys launched a competition to find a chatbot provider. Laiye’s emerged as the victor, chosen over a large competitor due to its quick delivery time and connected use cases.

Solution

Thalys launched their first bot in four languages, English, French, Dutch, and German, on their website and app. The first version of Thalys’ bot tapped into their knowledge bases to quickly provide answers to some of the most frequently asked questions. A lot has changed since 2017. Now, Thalys’ bot is handling an array of dynamic use cases using API connections with Salesforce, Falcon, and Navitia. Laiye’s integration with Navitia gives the bot access to real-time train schedules and provides users with customized schedules and links to purchase tickets. Laiye’s integration with Salesforce has proven to be especially valuable. The bot allows customers to open a case within Salesforce without having to call or fill out a web form. Thalys also employs an agent handover to Salesforce Live Agent. If someone is having trouble finding the information they need, the bot can seamlessly transfer them to a human agent.

Automation Impact

Thalys has been able to scale its customer service operations without having to outsource or expand the size of its in-house team of experts. The agents also see the value of the bot. They know that the bot takes care of the easy questions, so they can spend their valuable time handling the complex requests. This has allowed Thalys to keep costs in check while maintaining a high level of customer service.

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