{"id":11215,"date":"2023-01-14T13:44:31","date_gmt":"2023-01-14T12:44:31","guid":{"rendered":"https:\/\/www.tolk.ai\/?p=11215"},"modified":"2026-02-06T10:09:30","modified_gmt":"2026-02-06T09:09:30","slug":"chatbot-aeroport-marseille-provence-x-tolk-ai","status":"publish","type":"post","link":"https:\/\/www.tolk.ai\/en\/blog-ia\/etude-de-cas\/chatbot-aeroport-marseille-provence-x-tolk-ai","title":{"rendered":"Une meilleure gestion des pics de demandes gr\u00e2ce \u00e0 tolk.ai\u00a0: l\u2019exp\u00e9rience de l\u2019A\u00e9roport Marseille Provence"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"11215\" class=\"elementor elementor-11215\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1159d53c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1159d53c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-c7522ac\" data-id=\"c7522ac\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-11dd0638 elementor-widget elementor-widget-text-editor\" data-id=\"11dd0638\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\n<p class=\"has-background\" style=\"background-color: #ffffff00;\">Natacha Sarde, responsable e-commerce et Yield Management \u00e0 l&#8217;<a href=\"https:\/\/www.marseille.aeroport.fr\/parkings-et-acces\/parkings\/tarifs-plans\" target=\"_blank\" rel=\"noreferrer noopener\">A\u00e9roport Marseille Provence<\/a>, nous a partag\u00e9 son t\u00e9moignage sur son usage et l\u2019impact des chatbots de tolk.ai pour le service client.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da8622d elementor-widget elementor-widget-video\" data-id=\"da8622d\" data-element_type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/youtu.be\\\/Xu3CtjYdCYw?si=XFhni8ZaaqtCGXn2&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d4c23b elementor-widget elementor-widget-text-editor\" data-id=\"5d4c23b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><!-- \/wp:spacer --><!-- wp:paragraph --><\/p>\n<p data-start=\"786\" data-end=\"1052\">L\u2019A\u00e9roport Marseille Provence est un des plus grands a\u00e9roports r\u00e9gionaux. Il a accueilli <strong data-start=\"875\" data-end=\"918\">2 millions de passagers pour l\u2019\u00e9t\u00e9 2022<\/strong> et dessert plus de <strong data-start=\"938\" data-end=\"958\">100 destinations<\/strong>. Ce volume g\u00e9n\u00e8re une fr\u00e9quentation importante sur le site de r\u00e9servation de stationnement.<\/p>\n<p data-start=\"1054\" data-end=\"1298\">Avant l\u2019arriv\u00e9e de <strong data-start=\"1073\" data-end=\"1084\">Tolk.ai<\/strong>, le service client rencontrait des difficult\u00e9s pour accompagner les clients lors des pics de demandes. Les \u00e9quipes se retrouvaient souvent surcharg\u00e9es et ne pouvaient pas r\u00e9pondre rapidement \u00e0 toutes les requ\u00eates.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"60px\"} --><\/p>\n<div class=\"wp-block-spacer\" style=\"height: 60px;\" aria-hidden=\"true\">\u00a0<\/div>\n<p><!-- \/wp:spacer --><!-- wp:paragraph --><\/p>\n<p data-start=\"1360\" data-end=\"1618\">Aujourd\u2019hui, l\u2019A\u00e9roport Marseille Provence automatise les r\u00e9ponses aux <strong data-start=\"1431\" data-end=\"1472\">questions r\u00e9p\u00e9titives et chronophages<\/strong> gr\u00e2ce au chatbot Tolk.ai. De plus, <strong data-start=\"1508\" data-end=\"1529\">Tolk.ai Analytics<\/strong> permet de suivre les indicateurs cl\u00e9s et d\u2019identifier les nouveaux motifs de demandes.<\/p>\n<p data-start=\"1620\" data-end=\"1869\">Gr\u00e2ce \u00e0 ces outils, Natacha peut enrichir le chatbot et l\u2019adapter aux besoins des utilisateurs. Le chatbot, nomm\u00e9 <strong data-start=\"1734\" data-end=\"1743\">Manon<\/strong>, est visible directement sur le site e\u2011commerce depuis 2019. Il g\u00e9n\u00e8re aujourd\u2019hui jusqu\u2019\u00e0 <strong data-start=\"1835\" data-end=\"1868\">15\u202f000 conversations par mois<\/strong>.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"60px\"} --><\/p>\n<div class=\"wp-block-spacer\" style=\"height: 60px;\" aria-hidden=\"true\">\u00a0<\/div>\n<p><!-- \/wp:spacer --><!-- wp:spacer {\"height\":\"0px\"} --><\/p>\n<div class=\"wp-block-spacer\" style=\"height: 0px;\" aria-hidden=\"true\">\u00a0<\/div>\n<p><!-- \/wp:spacer --><!-- wp:image {\"align\":\"center\",\"id\":11252,\"width\":873,\"height\":196,\"sizeSlug\":\"full\",\"linkDestination\":\"none\"} --><\/p>\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-11252\" src=\"https:\/\/www.tolk.ai\/wp-content\/uploads\/2023\/01\/Group-36890-2.png\" alt=\"\" width=\"873\" height=\"196\" \/><\/figure>\n<p><!-- \/wp:image --><!-- wp:spacer {\"height\":\"60px\"} --><!-- \/wp:spacer --><!-- wp:paragraph --><\/p>\n<p data-start=\"1780\" data-end=\"2046\">\u00a0<\/p>\n<p data-start=\"1780\" data-end=\"2046\">Depuis l\u2019impl\u00e9mentation de tolk.ai en 2019, l\u2019A\u00e9roport Marseille Provence a pu <strong data-start=\"1851\" data-end=\"1913\">absorber les pics de demandes sans augmenter les effectifs<\/strong> du service client. Le chatbot r\u00e9pond correctement \u00e0 <strong data-start=\"1966\" data-end=\"1987\">95\u202f% des demandes<\/strong>, ce qui a consid\u00e9rablement r\u00e9duit la charge des \u00e9quipes.<\/p>\n<p data-start=\"2048\" data-end=\"2270\">De plus, les clients b\u00e9n\u00e9ficient d\u2019une <strong data-start=\"2087\" data-end=\"2115\">r\u00e9ponse rapide et fiable<\/strong>, m\u00eame lors des p\u00e9riodes de forte affluence. Cela am\u00e9liore l\u2019exp\u00e9rience utilisateur et permet aux \u00e9quipes de se concentrer sur les demandes plus complexes.<\/p>\n<p><!-- \/wp:paragraph --><!-- wp:spacer {\"height\":\"15px\"} --><\/p>\n<div class=\"wp-block-spacer\" style=\"height: 15px;\" aria-hidden=\"true\">\u00a0<\/div>\n<p><!-- \/wp:spacer --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Natacha Sarde, Responsable E-commerce et Yield Management \u00e0 l&#8217;A\u00e9roport Marseille Provence, nous a partag\u00e9 son retour d&#8217;exp\u00e9rience sur son usage de nos solutions.<\/p>\n","protected":false},"author":1,"featured_media":14810,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[59],"tags":[80],"class_list":["post-11215","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-etude-de-cas","tag-transport-mobilite"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Chatbot IA a\u00e9roportuaire : \u00e9tude de cas Marseille Provence | Tolk AI<\/title>\n<meta name=\"description\" content=\"Retour d\u2019exp\u00e9rience sur le chatbot IA de l\u2019a\u00e9roport Marseille Provence pour am\u00e9liorer l\u2019information voyageurs et la satisfaction client.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link 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