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OUI.sncf extend its customers’ autonomy with its voice agents

In the last few years, we’ve launched many initiatives to promote customer autonomy on digital channels, through chatbots and dynamic FAQs for example.

However, we still receive close to 600 000 calls per year. To reduce the time spent on the phone by our agents, we decided to offer our customers the same autonomy on their preferred channel: voice.

With its proprietary technology, CallDesk has quickly met our needs. Ours voice agents were released into production in less than two months, thanks to both teams' exceptional speed and agility

We’re now answering customer calls 24/7, with no waiting time, thanks to the 3 voice agents we deployed. CallDesk’s AI-powered voice agents allow our team to focus on more complex calls, in order to provide the most appropriate answer to every request, acting as Solution Makers.

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Blue opening quote

We’re now able to handle simple customer calls 24/7, without any waiting time

Evelyne Papon
Customer Relation Digital Project Manager - France & Europe


Case Breakdown


Oui.Sncf key figures

  • 16 millions UV/month on OUI.sncf
  • 4,6 billions euros of revenue in 2017
  • Customer Service available 24/7

Contact center key figures

  • 50% of the contacts over the phone
  • Three voice agents in production
  • Deployment in production in two months

Oui.Sncf x CallDesk key figures

  • +94% understanding rate
  • 50 seconds AHT with voice agent
  • +34% voice agent full selfcare rate

the simplest and fastest way to automate your calls.