Conversational agent responds instantly to Couvin visitors, day or night, directly from Facebook

24 000

messages exchanged since the launch

1 500

committed users

8 000

Facebook subscribers

BACKGROUND COUVIN TOURIST OFFICE

A tourist office active on Facebook, faced with a growing flow of questions

The Couvin Tourist Office is a Belgian tourism organization based in the Walloon region. In addition to its promotional and communications mission, the team manages two complementary activities that mobilize its resources on a daily basis.

With a community of 8,000 subscribers on Facebook, the Office's page is a major information channel for visitors, locals and the curious wishing to discover Couvin and the surrounding area.

However, this dynamism on social networks generated a growing volume of incoming messages, to which the team could not always respond quickly.

CHALLENGE

Reply quickly on Facebook, without spending all day on it

Before the deployment of the Facebook chatbot, Couvin Tourist Office's Facebook messaging system had two distinct problems.

On the one hand, messages didn't always receive a quick response, generating frustration among visitors who expect immediate responsiveness on social networks.

On the other hand, a large number of questions were recurring, the same requests being made by dozens of different people, forcing the team to write the same answers over and over again, to the detriment of higher value-added activities.

The aim was twofold:

- offer an immediate response to every visitor, at any time

- free the team from repetitive demands to focus on more strategic missions

cas-etude-office-tourisme-couvin-chatbot-facebook

SOLUTION

A team-built Facebook conversational agent, continuously enriched

The Couvin Tourist Office has deployed Botnation, a conversational agent directly integrated into its Facebook page, accessible via Messenger.

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The construction of the bot was carried out collectively, involving several team members in the reflection on the tree structure and content.

Everyone was able to put themselves in the visitor’s shoes to anticipate the most frequently asked questions and provide the best answers.

A first version was launched on the basis of recurring questions identified by the team. Thanks to the Botnation platform’s analysis tools: conversations, AI module, the bot was then progressively enriched, integrating new unanswered questions as the weeks went by.

In the end, the tourist office benefits from an agent that continually improves, in step with real visitor interactions.

Deploy your conversational agent

MARYSE BOURLARD

Director Tourist Office, Couvin, Belgium

We chose to work as a team and not entrust the building of the chatbot to just one person. In our case, it worked.

Working together on the experience and putting yourself in the visitor's shoes allows us to think even further ahead.

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RESULTS

Immediate time savings, improved visitor experience

With the implementation of the chatbot, Banque de Polynésie is now able to offer a modernized and more accessible customer experience.

Instant answers on the channel where visitors are active

By deploying the agent directly on Facebook Messenger, the Couvin Tourist Office is now able to answer visitors' questions wherever they are, without delay and with no constraints on opening hours. The page's 8,000 subscribers benefit from a service available at all times.

A team freed from repetitive answers

The main objective set from the outset (to free up time) is achieved. Recurring questions are dealt with automatically, without human intervention. The team can focus on higher value-added tasks: promoting the area, welcoming visitors, developing activities.

A bot that improves with use

Thanks to Botnation's analysis tools, every unanswered question becomes an opportunity for enrichment. The chatbot evolves continuously, adapting to visitors' real expectations week after week. It's an asset that increases in value over time.

A collaborative, reproducible approach

The team-building process adopted by the Office de Couvin illustrates an effective method: involving several people in the design process means covering more use cases and producing a more relevant bot right from the start.