Lausanne Public Transport
An AI solution to better serve travelers & teams.
Lausanne Public Transport (TL) faces numerous challenges every day. Between recurring questions from passengers, pressure on support teams, and technical glitches – in their case, a system migration that suddenly rendered years of historical data inaccessible – customer service is often the first to bear the brunt of these issues.
Deeplink has rolled out a comprehensive AI solution for TLs that addresses both aspects of customer service simultaneously: user engagement and the efficiency of internal teams.
- Travel Chatbots: Handle users’ frequently asked questions around the clock, 24/7, and free up customer service representatives to focus on higher-value inquiries
- Support Assistant: an internal GPT that allows the team to instantly retrieve information from past tickets following a system migration
| Date | 2025 |
| Solution | AI Solution for Customer Service |
| Domain | Public Transportation |
| Objective | Streamline passenger service and improve the efficiency of internal teams |
“The collaboration between the Deeplink teams and the TLs went very smoothly. A climate of trust enabled us to achieve a customized result that perfectly met our teams’ expectations.”
Alexandre Joye
SAP BC Administrator, Lausanne Region Public Transport Company
Key points:
- +800 conversations in less than a month
- Over 80% customer satisfaction
- Fewer inquiries to customer service
- Quick and organized access to past tickets
- Solution suggestions based on support experience