Natacha Sarde, Head of e-commerce and Yield Management atMarseille Provence Airport, shares her experience of using tolk.ai and its impact on customer service.
Marseille airport is one of the largest regional airports, with traffic of 2 million passengers for summer 2022, and over 100 destinations to choose from. This generates a lot of traffic on their parking reservation site. Prior to tolk.ai, L'Aéroport Marseille Provence was experiencing difficulties in assisting customers with their parking reservations. Customer service was overloaded during peak periods.
Today, the Marseille Provence Airport automates the answering of time-consuming questions, thanks to the chatbot. tolk.ai Analytics helps them track indicators and identify new reasons for requests. Thanks to this, Natacha can continue to enrich the bot and monitor it to adapt to user needs. Manon, the chatbot visible on their e-commerce site, was implemented directly on the e-commerce site in 2019 and today generates up to 15,000 conversations per month.
Since implementing tolk.ai in 2019, Marseille Provence Airport has been able to absorb peaks in demand without increasing customer service staffing levels. The chatbot manages to respond correctly to 95% of requests.
