Discover EU is an initiative led by the European Commission that helps 18-year-old EU citizens discover Europe by train. As many of these young Europeans are first-time travelers, they naturally find themselves in many situations where they require help on their trips. After launching the initiative the incoming questions becoming challenging to handle by the staff of support agents during traditional office hours and across different time zones. As a solution, an AI chatbot was developed in order to answer the travelers’ most common questions, which ended up helping thousands of young European explorers on their journeys.
"In the first month, the chatbot solved more than 700 questions, and handed over approximately 150 questions to a live support agent."
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Challenges: Support a large number of young travelers on their journeys throughout Europe
Concept and implementation:A chatbot to answer FAQs or transfer to live agents if necessary
Successes: 24/7 automated support across Europe
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