Teleactis and Volubile: a partnership that is reinventing the passenger experience at Geneva Airport

Successful integration of an AI conversational agent into customer service at Geneva Airport

Geneva International Airport, Switzerland's second-largest airport, has seen significant growth in passenger numbers, welcoming more than 18 million passengers last year, an increase of 8% over the previous year. This growth has led to increased pressure on customer service teams, who are faced with increasingly varied and complex requests.

To meet these challenges and anticipate the growing expectations of travelers, airport management has turned to innovative technological solutions based on artificial intelligence. The integration of an intelligent AI conversational agent proved to be a strategic decision, aimed at supporting and optimizing the operations of human agents.

“We wanted to take advantage of new technologies, particularly AI, while preserving human contact.” — Jean-Luc Portier, Head of the Passenger Department, Geneva Airport.

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A fruitful collaboration: Geneva Airport and Teleactis

As part of this initiative, Geneva Airport launched a call for tenders to find the ideal partner capable of developing an AI Conversational Agent tailored to its specific needs. Teleactis, a company renowned in French-speaking Switzerland for its augmented customer service solutions, quickly emerged as the preferred choice.

“Teleactis' offering perfectly matched our expectations. The innovations they proposed, along with their team's expertise and passion, were decisive factors in our choice.” — Jean-Luc Portier.

The determining factors in choosing Teleactis were:

• The technical and functional consistency of the proposed solution.
• The innovation provided by the intelligent AI Conversational Agent, in partnership with Volubile.
• The quality of support and collaboration between the technical and operational teams.

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Successful integration: the power of Volubile

Geneva Airport's AI Conversational Agent is based on the Volubile SaaS platform, which offers a robust and scalable solution for the creation, deployment, and management of voice agents. Teleactis combined its business expertise and integration skills to maximize Volubile's potential. The teams customized the platform by configuring call paths, dialogue logic, and interactions with the airport's internal systems (flight schedules, services, security, baggage handling, etc.).

"Volubile, combined with Teleactis' expertise, enables us to provide quality service in an environment as demanding as an airport. Integration and continuous monitoring are crucial, and that's where Teleactis excels." — Sébastian Giraldo, Bot Manager, Teleactis.

In addition to technical integration, Teleactis has implemented operational and human support, including training for internal teams, monitoring the performance of the AI Conversational Agent, and continuously enriching the knowledge base. This collaborative work ensures that the callbot is in tune with the realities on the ground and capable of adapting to passengers' needs.

"The success of the AI Conversational Agent at Geneva Airport is tangible proof that strong partnerships, such as the one with Teleactis, are essential to getting the most out of technology and meeting customer expectations. " Stéphanie Delestre, CEO and Co-founder of Volubile

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The importance of the human touch in the performance of the AI Conversational Agent

Teleactis' AI Conversational Agent was designed as an intelligent assistant for human advisors. It handles first-level calls and answers many common questions, such as:

• What services are available on site?
• How can I check flight schedules?
• What are the security rules?
• What should I do if my luggage is lost?

To ensure accuracy, support from the Teleactis teams was essential.

“Customer information is centralized in an intelligent knowledge base, updated daily by our team.” — Laurent Catherine, Bot Manager, Teleactis.

This continuous monitoring ensures real-time management of operations and improves the performance of the AI Chatbot, ensuring an increasingly relevant and responsive response to passenger needs.

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Continuous improvement of customer service

The project team has structured and centralized all available data to optimize customer service. Daily maintenance of the AI Conversational Agent ensures its accuracy, responsiveness, and alignment with website developments and passenger needs.

The results since the implementation of the AI Conversational Agent have been very encouraging. Jean-Luc Portier highlights a key indicator: no customer service complaints have been recorded since the implementation of the mixed call center (human + AI).

"We measure the quality of our customer service by the number of complaints. It is remarkable to note that since the implementation of our mixed system, no complaints have been received.

Measured benefits of the AI Conversational Agent:

• 80% autonomous resolution rate.
• Less than 20% of calls handled require transfer to a human advisor.
• Average wait time reduced to less than 20 seconds for more than 400 calls handled per month.

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A milestone in the modernization of airline customer service

The integration of Teleactis' AI Conversational Agent at Geneva Airport perfectly illustrates the synergy between technological innovation and human expertise. Thanks to this solution, teams benefit from considerable support in call management, thereby improving service efficiency and passenger satisfaction.

This project represents a significant step forward in the modernization of customer service in the airline industry, demonstrating that the combination of artificial intelligence and human expertise can positively transform the passenger experience.

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