Study case
How Les Bains d'Alia digitised customer relations without losing the human touch with an AI chatbot
Faced with high demand and up to 100 calls per day, the premium spa Les Bains d'Alia deployed an AI chatbot to answer customer questions, streamline the booking process and maintain the quality of the experience.
Les Bains d'Alia deploys an intelligent chatbot that acts as a digital receptionist, capable of instantly answering customers' questions and directing them to the booking process.
CONTEXT LES BAINS D'ALIA
High demand from customers and saturated contact channels
With its growing popularity, Les Bains d'Alia receives a significant volume of requests.
The team must manage several channels simultaneously:
• telephone calls
• WhatsApp messages
• social media
• emails
• enquiries via the website
During peak hours, the spa can receive up to 100 calls per day.
The majority of these requests concern recurring questions: opening hours, prices, booking procedures or private hire.
This situation puts significant pressure on the teams and causes frustration for some customers who have to wait for a response.
CHALLENGE
Absorbing booking demand without compromising the premium experience
In the world of wellness, the customer experience begins well before the visit.
Customers want quick access to information and easy booking.
Les Bains d'Alia therefore had several challenges to overcome:
• reducing the pressure associated with telephone calls
• responding instantly to frequently asked questions
• directing customers to online booking
• maintaining a high-end experience
The objective was clear: to digitise customer relations without dehumanising the experience.
Download the LES BAINS D'ALIA case study in .PDF format
SOLUTION
A chatbot designed as a digital reception desk
Les Bains d'Alia has launched its first chatbot using the Botnation platform.
The chatbot acts as a digital receptionist available 24 hours a day, 7 days a week.
It enables you to:
• Automatically answer frequently asked questions (opening hours, prices, access, private hire)
• Direct users to the booking page
• Reassure customers from their very first interaction
• Filter certain requests (particularly when switching to a 100% female space)
• Significantly reduce incoming calls
Thanks to this automation of the first level of contact, the team can focus on welcoming guests and ensuring a positive on-site experience.
Deploy your conversational agent
Deploy your conversational agent
Deploy your conversational agent
KHADIJA KARA ALLAL
Head of Communications and Digital Marketing
Today, the chatbot runs on its own and I could not remove it.
Setting up the agent was extremely easy. It was my very first chatbot, and I quickly learned conversational marketing language thanks to the Botnation team.
It has enabled us to digitise our reception without losing the human touch.
RESULTS
Strong adoption by female customers
The chatbot has quickly become a central point of contact in the customer journey.
Up to 15,000 messages exchanged per month
The chatbot has become a key point of contact in customer relations. Every month, thousands of exchanges enable instant answers to the most frequently asked questions: timetables, fares, access, bookings and practical information. This automation significantly reduces the volume of telephone calls and relieves teams of repetitive tasks.
Up to 1,000 new users every month
The chatbot is regularly used by new customers who discover the spa via the website, social media or marketing campaigns. It plays a key role in the first interaction with the brand, reassuring visitors and quickly directing them to the online booking system.
Between 15% and 30% of visitors to the site use the chatbot.
A significant proportion of visitors to the site interact with the chatbot before continuing to browse. The chatbot thus becomes a genuine browsing assistant, capable of guiding users to relevant information and reducing friction in the booking process.
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