Artificial intelligence at the service of customer relationships

Keobot is a chatbot designed to facilitate access to public transport fare information in the Île-de-France region. Utilizing generative artificial intelligence, this chatbot is accessible via the WhatsApp messaging application, allowing users to engage in real-time conversations and receive tailored responses to their queries. One of Keobot's primary missions is to assist users by providing clear and personalized information on public transport fares. Thanks to its voice recognition technology and intuitive interface, Keobot can answer travelers' questions about the various types of tickets, subscriptions, and available discounts. Furthermore, Keobot offers a multilingual experience to ensure accessibility to a diverse audience. The chatbot is available in ten languages, ensuring that travelers, regardless of their proficiency in French, can access understandable and useful fare information. To access the service, travelers simply need to scan a QR code present on posters at stops and aboard vehicles. This QR code opens a direct conversation on the WhatsApp application. The user can then ask questions about fares in their chosen language, and Keobot will provide the most suitable solution.

What are the five main strengths of Keobot?

1 - Simple and precise answers understandable by all travelers regarding complex fare structures.

2 - A simple and familiar user experience thanks to the WhatsApp application.

3 - A service accessible to everyone with support for ten languages and voice functionality.

4 - A reduction in unintentional fraud by offering fare solutions tailored to travelers' resources and needs.

5 - A continuously enriched and improved service through conversations that feed the AI, allowing Keobot to improve over time with feedback and comments from users—learning from conversations and improving over time.

A successful deployment in Île-de-France

Launched in May 2024 as part of an initiative to combat fraud, the Keobot trial began in the Keolis Argenteuil Boucles de Seine area. Posters placed at stops and onboard vehicles facilitate access to the service. These strategic locations, where passenger flows are particularly high, were chosen to test and evaluate the efficiency of the chatbot. Since its deployment, Keobot has been positively received by users, who appreciate its assistance and its role in clarifying the complex fare structure of Île-de-France.

Next steps: expanding the solution more broadly

The success of Keobot in Île-de-France paves the way for broader deployment in other regions and even internationally. Keolis plans to introduce continuous improvements based on feedback from users and operators.