OUI.sncf Adds a Payment Option for their Chatbot

A conversational agent was introduced by OUI.sncf in December 2017 to help their users find and book train tickets (online and on their mobile phone) based on their specified criteria. A payment feature has just been added to this service by way of streamlining customer processes.

OUIbot lets its users pay their train tickets from its conversational agent’s interface. All steps are covered: from checking tickets’ prices to paying for their journey.

When connected to their account –and if their payment card has been paired with the service beforehand– customers may ask questions to the bot using natural language: specify travel dates, origin and destination. OUIbot then displays relevant options, allowing them to book and pay on-the-spot. For the sake of security, the user is prompted to type in his card’s CVx number so his transaction can be confirmed. Once the order completed, a confirmation is sent via e-mail.

For now, this service only applies to round trips for one passenger, but this chatbot should be enhanced in the coming weeks. Its users may soon be able to book several trips, involving multiple connections, at once.

Comments – Payment features boosting conversational commerce

The online service for purchasing train tickets pays extra attention to enhancing customer experience with their conversational agent. They report 10,000 visits on average each day from their AI-powered virtual assistant through different media, including 5,000 visits via the OUI.sncf website. They claim 16 million visitors per month and at least 200,000 transactions per day initiated via this website.

The point is to streamline train booking processes while getting ready to implement a all-encompassing mobility-dedicated smart assistant for purchasing various kinds of transport tickets. This new feature is also supposed to save the users a significant amount of time while simplifying customers’ experience: the bot learns from these interactions and customises its suggestions based on previous discussion.

SNCF’s booking site tries to match ongoing technological changes and evolving customer expectations. This new payment channel is a way for them to apply a seamless approach to booking train tickets. Their focus on proposing more payment channels also helps them boost their sales figures.