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

‍A successful integration of an AI Conversational Agent into the customer service of Geneva Airport

Geneva international airport, the second largest airport in Switzerland, saw significant growth in attendance, welcoming more than 18 million passengers last year, an increase of 8% compared to the previous year. This dynamic has led to increased demand on customer service teams, faced with increasingly varied and complex requests.

To meet these challenges and anticipate the growing expectations of travelers, airport management has focused on 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, especially AI, while maintaining human contact. ” — Jean-Luc Portier, Head of the Passenger Department, Genève Aéroport.

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A fruitful collaboration: Genève Aéroport and Teleactis

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

” Teleactis' offer perfectly matched our expectations. The innovations proposed as well as the expertise and passion of their team were decisive elements in our choice. ” — Jean-Luc Portier.

The decisive criteria in choosing Teleactis were:

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

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Successful integration: the power of Volubile

Genève Aéroport's AI Conversational Agent is based on the SaaS Volubile platform, which offers a robust and scalable solution for creating, deploying and managing voice agents. Teleactis was able to combine its business expertise and integration skills to maximize the potential of Volubile. The teams customized the platform by configuring call paths, dialogue logics and interactions with the airport's internal systems (flight schedules, services, security, baggage management, etc.).

” Volubile, combined with the expertise of Teleactis, makes it possible to provide a quality service in an environment as demanding as an airport. Ongoing integration and monitoring are crucial, and that's where Teleactis excels. ” — Sebastian Giraldo, Bot Manager, Teleactis.

In addition to technical integration, Teleactis has implemented operational and human support, including the training of internal teams, the monitoring of the performance of the AI Conversational Agent and the continuous enrichment of the knowledge base. This collaborative work guarantees a callbot that is in line 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 solid partnerships, such as the one with Teleactis, are essential to make the most of technology and meet customer expectations.” Stéphanie Delestre, CEO, Co-founder, Volubile

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

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

• What services are available on site?
• How do I check flight schedules?
• What are the safety regulations?
• What to do in case of lost luggage?

To ensure this precision, 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 supervision guarantees real-time management of operations and improves the performance of the AI Conversational Agent, thus ensuring an ever more relevant and responsive response to passengers' needs.

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Continued improvement in customer service

The team in charge of the project structured and centralized all the available data to optimize customer service. The daily maintenance of the AI Conversational Agent ensures its precision, responsiveness and alignment with the evolution of the website and the needs of passengers.

The results since the implementation of the AI Conversational Agent are very encouraging. Jean-Luc Portier highlights a key indicator: no customer service complaints have been recorded since the establishment 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.
• Fewer than 20% of calls handled require a 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 major step in the modernization of airline customer service

The integration of the AI Conversational Agent by Teleactis at Geneva airport perfectly illustrates the synergy between technological innovation and human expertise. Thanks to this solution, teams benefit from considerable support in managing calls, thus improving service efficiency and passenger satisfaction.

This project represents a significant advance in the modernization of customer service in the airline sector, demonstrating that the alliance between artificial intelligence and human know-how can positively transform the passenger experience.

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