Study case
The agent with 23 million messages that centralizes fares, services, and assistance for regional travelers
How can we provide clear, instant, and local information to millions of passengers who use regional trains every day?
This is the challenge taken up by SNCF TER, which provides daily transportation in dozens of French regions.
CONTEXT SNCF
A regional public service undergoing digital transformation: SNCF TER (Transports Express Régionaux) provides thousands of journeys every day throughout France.
Present in all regions, it connects cities, suburbs, and peri-urban areas, with major challenges: punctuality, interconnection, accessibility, and passenger satisfaction.
But with millions of daily users, requests for information are multiplying: schedules, season tickets, delays, lost property, assistance for people with reduced mobility, combined fares, etc.
As a result, call centers are overwhelmed and local teams are inundated with repetitive questions that are often easy to answer.
To improve service responsiveness and modernize passenger relations, SNCF has decided to introduce an intelligent digital assistant, accessible to all, 24/7.
This unique solution, deployed with Botnation, centralizes key information for each TER region in an intuitive and fully automated chatbot.
PROBLEM
The TER network is extensive and diverse. Each region has its own fare structures, passes, lines, and local characteristics.
For users, finding the right information on the website could be a real headache. Today's travelers want immediate answers, without having to fill out forms or navigate overly complex help pages. For their part, SNCF support teams had to deal with a growing volume of repetitive requests. During periods of construction or strikes, these requests skyrocketed, unnecessarily mobilizing call centers and reception agents. The need was therefore clear: a unified digital assistant capable of responding instantly, while adapting to each region.
Download the SNCF case study in PDF format
SOLUTION
An intelligent chatbot to answer specific questions from SNCF passenger rail users
In collaboration with local SNCF teams, Botnation has developed a series of regional chatbots integrated directly into TER websites.
The first, named Nomad Train for Normandy, quickly inspired other regions: Hauts-de-France, Occitanie, Centre-Val de Loire, and Nouvelle-Aquitaine.
These virtual agent function as genuine digital service desks: they assist travelers with their daily tasks and provide them with clear, reliable, and personalized answers in a matter of seconds.
The adoption of Botnation regional chatbots marks a key milestone in the digitalization of public rail services.
En plaçant la conversation au cœur de la relation avec les voyageurs, la SNCF TER simplifie les démarches, tout en valorisant la proximité régionale.
With 23 million messages exchanged and five regions connected, the TER & Botnation project is now one of the largest deployments of public chatbots in France.
It proves that a well-designed conversational assistant can transform a public service’s customer relations, while boosting user satisfaction and trust.
Thanks to Botnation, SNCF TER is reinventing the passenger experience: smoother, faster, and above all, more personalized.
Deploy your conversational agent
Deploy your conversational agent
Deploy your conversational agent
GUILLAUME GILLOT
Marketing & Communication Manager, SNCF Voyageurs TER Val-de-Loire
The agent developed with Botnation allows us to assist travelers at any time, with all their everyday concerns.
This represents a real improvement in responsiveness and accessibility for users of the TER Centre-Val de Loire network.
RESULTS
Large-scale digital transformation
The adoption of Botnation regional chatbots marks a key milestone in the digitalization of public rail services.
Put conversation at the heart of the relationship with travelers
SNCF TER simplifies procedures while promoting regional proximity.
23 million messages exchanged and 5 regions connected
The SNCF TER x Botnation project is now one of the largest deployments of public chatbots in France.
Transforming customer relations in a public service!
The chatbot designed for SNCF proves that a well-designed conversational assistant can transform a public service's customer relations, while boosting user satisfaction and trust.
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