Migration and redesign of the visitor assistance chatbot in 4.5 months, with no service interruption
Lyon Airport: an AI conversational agent handling 97% of visitor requests
The Challenge
Approaching the end of its contract with long-standing provider (Laiye), Lyon Airport needed to migrate and improve its visitor assistance chatbot on a very tight schedule. They briefed us with three challenges: automating responses to queries and form completion, ensuring 24/7 availability of information, and increasing the conversion rate on online bookings and services (parking, lounge, flight tickets).
The Solution
Talan and Ideta supported Lyon Airport end-to-end across the entire project: ideation workshops to prioritize use cases, UX/UI design, technical architecture definition, conversation scenario design, setting up Live Chat via Zendesk Sunshine, developing the chatbot on the Ideta low-code platform coupled with Azure OpenAI GPT-4o, then supporting through go-live. The migration, carried out in June, happened with no service interruption, and the new version lets internal and external teams work directly on the chatbot to track and improve interactions over time.
The Impact
The chatbot now handles 97% of visitor conversations, up from 65% before the migration, for around 13,000 AI-handled conversations per month. 90 use cases were carried over and improved, on a project delivered in 4.5 months with a team of four.