Natacha Sarde, E-commerce and Yield Management Manager at Marseille Provence Airport, shared her testimonial on the use and impact of tolk.ai chatbots for customer service.
Marseille Provence Airport is one of the largest regional airports. It welcomed 2 million passengers in the summer of 2022 and serves more than 100 destinations. This volume generates significant traffic on the parking reservation site.
Before the arrival of Tolk.ai, customer service faced difficulties supporting customers during peak demand. Teams were often overwhelmed and could not respond quickly to all requests.
Today, Marseille Provence Airport automates responses to repetitive and time-consuming questions using the Tolk.ai chatbot. Additionally, Tolk.ai Analytics allows for tracking key indicators and identifying new request patterns.
Thanks to these tools, Natacha can enrich the chatbot and adapt it to user needs. The chatbot, named Manon, has been visible directly on the e-commerce site since 2019. Today, it generates up to 15,000 conversations per month.
Since the implementation of tolk.ai in 2019, Marseille Provence Airport has been able to absorb peak demand without increasing customer service staff. The chatbot correctly answers 95% of requests, which has significantly reduced the teams’ workload.
Furthermore, customers benefit from a fast and reliable response, even during peak periods. This improves the user experience and allows teams to focus on more complex requests.