Bouygues Telecom is launching an assistant based on Google AI to answer its customers’ questions. This new tool promises to help them choose a plan or a mobile but also to resolve their technical problems with personalized answers.
Generative AI continues to be on the rise! After smartphones, Internet browsers and even supermarkets, it is the turn of mobile operators to get started. Bouygues Telecom announces the launch of the first digital sales assistant leveraging generative artificial intelligence. Powered by Google Cloud’s generative AI, and more particularly Gemini, it must be able to support the operator’s customers in the choice of their mobile offer and their smartphone in a fluid, natural and personalized manner. No more ready-made answers from traditional chatbots! The goal is to radically transform customer relationships. So, a successful bet?
Bouygues Telecom: a chatbot for personalized responses
Bouygues Telecom’s new AI is there to help customers choose a plan or a phone, resolve a technical problem, or even find out about the latest offers. During its launch phase, the assistant is accessible between 9 p.m. and 8 a.m., to take over from advisors. It is expected to support the equivalent of 15% of customer requests.
During the conversation, the agent takes into account the customer’s main choice criteria, such as the battery life of the phone, the advantages of the proposed plan or the monthly payments of the financing plan, to help them choose the most suitable offer. to his expectations. This gives customers the opportunity to compare different products and services directly from the chat. The result should be more and more precise since thanks to machine learning, the chatbot improves with each interaction, which refines its understanding of customer needs.
Bouygues Telecom: AI still in the testing phase
To be able to test the chatbot, simply go to the “Telephones” tab on the home page of the Bouygues Telecom site – the third from the left – then click on the “Need help” button ” at the bottom right of the screen to open the chat window, and finally select “Chat with our AI sales assistant”. Otherwise, it is possible to access it by clicking directly on this link. Be careful to respect accessibility times. We tried to access it in the middle of the day, but impossible to get a response: “I’m sorry, I can’t access our phone catalog at the moment. Could you look on our website?”
Please note, there is a small warning message on the page dedicated to the conversational agent: “Even if we anonymize them, we strongly advise you not to enter personal data such as your first name, last name, telephone number, etc. Please ensure that your queries focus exclusively on your searches.”
Bouygues Telecom is very enthusiastic about this new technology. “AI occupies a key place within our innovation strategy, which is reflected in the development of our new tools and services”indicates Renaud Perard, Director of Digital at the operator. “This is why we are proud to be the first French operator to deploy a digital sales support tool based on generative AI in partnership with Google Cloud, whose expertise in disruptive innovation is recognized and proven.” It remains to be seen how its competitors will react.