A well-configured chatbot works wonders! Saving time is one of the benefits of having a conversational agent automate your messaging. This leaves more time to devote to more interesting and/or strategic operations. We can’t stress enough that this chatbot-building work can be done by several people. Alone, we go faster; in a group, we go further.
After a group effort, your chatbot will emerge much more powerful! The Office du Tourisme de Couvin has been a customer of the platform for almost 2 years, and has clearly understood this. The team presents a very specific use case that everyone can learn from!
Introduce yourself and your company:
We are the Tourist Office of Couvin, a beautiful town in the Walloon region of Belgium. We are unique in that we manage 2 activities in addition to the promotional and communications work inherent in a tourist office
What issues did you face before launching your chatbots?
Prior to the launch of the chatbot, messages sent to our Facebook messaging system did not receive prompt replies. This creates frustration on the part of the user, who sometimes expects an immediate response.
Other questions were recurrent: the same question was asked by several people, which represented a considerable waste of time for our team, who had to respond to each message.
These 2 factors led to the idea of automating these responses to free up time. And so the chatbot project was born!
How did you come to the conclusion that a chatbot would meet these needs?
Having concluded that a chatbot would meet our need to automate our messaging, we looked at what other tourist sites were doing, some of which had also used chatbots, which confirmed our project.
Why choose Botnation?
Botnation was a natural choice for this solution, thanks in particular to its French-language support!
How do you build chatbots? What is the creative process?
This process is constantly evolving: we created an initial database with the most recurrent questions observed by our team, which gave rise to a first version of the chatbot. When the chatbot went live, we obviously realized that there was room for improvement. As the platform made it possible to analyze conversations (in the dedicated tab, but also in the Artificial Intelligence module), we gradually added new questions without associated answers as they arose. In this way, the chatbot improves week by week!
Have you been able to measure results?
We haven’t yet measured any results: for the moment, the main objective (freeing up time) has been achieved, as we’ve been on the platform for around 1? years. We’ll have plenty of time to study the subject, as Botnation offers a wide range of analysis and statistical tools.
Would you have any advice for a company that also wants to launch a chatbot?
We chose to work as a team and not entrust the building of the chatbot to just one person. In our case, it worked. By working together on the tree structure and putting ourselves in the visitor’s shoes, we can push our thinking even further, so we encourage you to do the same!
Find the Couvin Tourist Office chatbot on their Facebook page.
