Un chatbot bien configuré fait des merveilles ! Le gain de temps est un des bénéfices d’avoir un agent conversationnel qui automatise sa messagerie.
Cela laisse plus d’opportunités pour se consacrer à des opérations plus intéressantes et/ou plus stratégiques. Nous n’expliquerons jamais assez que ce travail de construction de chatbot peut se faire à plusieurs. Seul, on va plus vite, en groupe, on va plus loin.
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:
Nous sommes l’Office du Tourisme de Couvin, une très jolie ville de Belgique en région wallonne. Notre particularité est que nous gérons 2 activités en plus du travail de promotion et de communication inhérent à un office touristique
What issues did you face before launching your chatbots?
Avant le lancement du chatbot, les messages envoyés sur notre messagerie Facebook ne recevaient pas de réponses rapides. Cela créé donc de la frustration du côté de l’utilisateur qui, parfois, attend une réponse immédiate.
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?
Ce processus est en évolution constante : nous avons créé une première base avec les questions les plus récurrentes observées par notre équipe, ce qui a donné naissance à une première version du chatbot. Lors de la mise en ligne, nous nous sommes évidemment rendus compte que le chatbot était perfectible. L’analyse des conversations rendue possible par la plateforme (dans l’onglet dédié mais aussi dans le module Intelligence Artificielle), nous avons ajouté au fur et à mesure les nouvelles questions sans réponses associées qui survenaient. Ainsi, le chatbot s’améliore au fil des semaines !
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.
