Shared mobility and chatbot: the testimony of Hello Scoot

Hello Scoot

Active since early 2021 on the Botnation platform, Geoffrey Courtin and his Hello Scoot team are working on their chatbot to automate the most recurring questions on their social networks. Geoffrey agreed to talk to us about his Botnation experience!

Introduce yourself and your company…

The Hello Scoot company in which I work works to develop shared, connected and ecological mobility in the Pacific area, namely in French Polynesia. Launched in 2019, the company participated in CCISM’s PRISM competition to become a finalist in the event. Member of the French Tech and supported by various local and metropolitan actors, we are surfing on the click&start wave, i.e., the possibility to reserve a scooter in a few clicks via our mobile application, without the need to go to an agency to pick up the keys or sign a rental contract. Pricing is based on a per-minute system, ideal for short trips in dense urban areas. I work as a customer service manager, where I am mainly in charge of being the gateway for information and processing customer requests with the company. It is in this optimization process that the question of using the Chatbot tool arose.

What were your issues before launching your chatbot?

When we launched our website and the company’s FB and Instagram page, we noticed that certain questions kept coming up.

How did you come to the conclusion that a chatbot would meet these needs?

This was not a problem in itself, but we thought that using a bot could be an interesting way to save time while maintaining a quality customer service. We then turned to a bot solution to allow us to filter certain requests, or even to respond completely to customer requests without the need for human intervention.

Why did you choose the Botnation solution?

Why BotNation? Why not Botnation? What is certain is that we are so far satisfied with the effective support your teams have shown, congratulations to you.

How did you build the chatbot? What was the creative process?

The construction of the chatbot is based on a funnel system to sectorize customer requests. So we quickly made sure that we had a system for identifying the customer, identifying his request, and processing the information immediately by the bot if possible. It could be asking about our opening hours, how to register or how Hello Scoot works. If the customer wants to talk directly with a human operator or if his requests cannot be handled by the bot, then the construction is designed to notify our teams that someone wants to talk. The construction is based on multiple-choice questions as well as on learning the manners to discuss with an interlocutor without systematic intervention of an operator. (thanks, hello, goodbye etc).

Have you been able to measure the first results?

Currently, we follow up on a case by case basis the requests on the bot of the site or FB page to check if the construction responds correctly to the customer requests, and optimize it for each new unexpected request.

Would you have some advice for a company that also wants to launch a chatbot?

I think it’s important to make sure that you notify any interaction with the bot so that a human interlocutor takes over in case of technical questions. Reactivity will generate customer satisfaction.

Find the Hello Scoot chatbot on their website !

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