A significant improvement in customer relations
Discover how Parc Astérix has transformed the management of its customer interactions through the innovative solutions of ViaDialog. By integrating advanced AI technologies and omnichannel tools, Parc Astérix has not only improved the efficiency of its contact center but has also enhanced customer satisfaction.
Parc Astérix is a popular amusement park in France, hosting thousands of visitors each year. To manage interactions with its customers, the park has a dedicated team of 42 advisors.
The challenges faced by Parc Astérix
The Parc Astérix was looking for two main solutions:
A callbot capable of easily interfacing with existing telephony tools.
A scalable omnichannel tool to initially manage voice, then email, and potentially other communication channels.
The solutions provided by ViaDialog
ViaDialog proposed several innovative solutions to meet the needs of Parc Astérix:
Integration of ViaFlow
ViaFlow has been integrated to manage the voice channel. This solution allows for a smooth interface with existing telephony tools, thereby improving the efficiency of phone interactions.
Deployment of the callbot
A callbot has been implemented to replace traditional DTMF IVRs. This callbot, based on natural language recognition, detects customer intentions and initiates an intelligent dialogue. At any time, customers have the option to be redirected to a human agent, ensuring an optimal customer experience.
24/7 Availability
Thanks to the callbot, Parc Astérix is now reachable 24/7, offering increased availability to customers.
Recording and implementation of audios
The platform allows recording and implementing audios directly into production dialogues, facilitating the personalization and updating of interactions.
Efficiency and ease of use
The advisors at Parc Astérix find the platform user-friendly, simple, and efficient, allowing them to handle calls more effectively.
Implementation of advanced features
Call summarization and automatic transcription: Conversations are automatically transcribed and summarized, helping supervisors in the daily coaching of their teams.
Real-time supervision: Dashboards and real-time supervision tools help manage the activity of the contact center.
Improvement of service quality (QoS)
Since the implementation of ViaDialog solutions, the service quality of Parc Astérix has increased by more than three points, which reflects a clear improvement in customer relations.
ViaDialog is constantly attentive to the needs of Parc Astérix and offers regular updates along with support for supervisors in using new features.
The integration of ViaDialog solutions at Parc Astérix has allowed for a significant transformation in the management of customer interactions. Thanks to AI and the omnichannel solution ViaFlow, the park has improved its operational efficiency and customer satisfaction. This fruitful collaboration perfectly illustrates how advanced technology can meet the specific needs of a dynamic business like Parc Astérix.
