{"id":9801,"date":"2025-12-01T10:07:48","date_gmt":"2025-12-01T09:07:48","guid":{"rendered":"https:\/\/blog2.botnation.ai\/?p=9801"},"modified":"2025-12-03T18:44:22","modified_gmt":"2025-12-03T17:44:22","slug":"sncf-ter-chatbot-voyageurs-regionaux","status":"publish","type":"post","link":"https:\/\/blog2.botnation.ai\/fr\/sncf-ter-chatbot-voyageurs-regionaux\/","title":{"rendered":"SNCF TER : le chatbot aux 23 millions de messages qui centralise tarifs, services et assistance pour les voyageurs r\u00e9gionaux"},"content":{"rendered":"\n<p>Comment offrir une information claire, instantan\u00e9e et locale \u00e0 des <strong>millions de voyageurs qui empruntent chaque jour les trains r\u00e9gionaux<\/strong> ?<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"500\" height=\"500\" src=\"https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/12\/botnation-use-case-sncf-ter.png\" alt=\"\" class=\"wp-image-9913\" srcset=\"https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/12\/botnation-use-case-sncf-ter.png 500w, https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/12\/botnation-use-case-sncf-ter-300x300.png 300w, https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/12\/botnation-use-case-sncf-ter-150x150.png 150w, https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/12\/botnation-use-case-sncf-ter-120x120.png 120w\" sizes=\"auto, (max-width: 500px) 100vw, 500px\" \/><\/figure>\n<\/div>\n\n\n<p>C\u2019est le d\u00e9fi relev\u00e9 par la <a href=\"https:\/\/www.sncf-voyageurs.com\/fr\/voyagez-avec-nous\/en-france\/ter\/\" target=\"_blank\" rel=\"noreferrer noopener\">SNCF TER<\/a>, qui assure la mobilit\u00e9 quotidienne dans des dizaines de r\u00e9gions fran\u00e7aises.<\/p>\n\n\n\n<p>Entre les horaires, les abonnements, les perturbations, les demandes d\u2019assistance ou les objets perdus, les <strong>questions des usagers sont nombreuses et souvent urgentes<\/strong>.<\/p>\n\n\n\n<p>Jusqu\u2019ici, ces requ\u00eates arrivaient massivement aux centres d\u2019appels et sur les canaux de contact traditionnels, mobilisant les \u00e9quipes sur des demandes simples.<\/p>\n\n\n\n<p>Pour am\u00e9liorer la r\u00e9activit\u00e9 et moderniser la relation voyageurs, les entit\u00e9s locales de la <strong>SNCF ont choisi <a href=\"https:\/\/botnation.ai\/fr\/\" target=\"_blank\" rel=\"noreferrer noopener\">Botnation<\/a> pour cr\u00e9er un assistant virtuel r\u00e9gionalis\u00e9<\/strong>, capable de r\u00e9pondre 24h\/24 et 7j\/7.<\/p>\n\n\n\n<p>Adapt\u00e9 aux marques r\u00e9gionales, <a href=\"https:\/\/nomad.normandie.fr\/le-reseau-nomad-train\" target=\"_blank\" rel=\"noreferrer noopener\">Nomad Train en Normandie<\/a> ou <a href=\"https:\/\/www.ter.sncf.com\/centre-val-de-loire\" target=\"_blank\" rel=\"noreferrer noopener\">R\u00e9mi en Centre Val-de-Loire<\/a>, le chatbot guide les usagers pas \u00e0 pas : tarifs, abonnements, retards, objets trouv\u00e9s, accessibilit\u00e9 ou encore services combin\u00e9s.<\/p>\n\n\n\n<p>Avec plus de 23 millions de messages \u00e9chang\u00e9s et 1,8 million d\u2019utilisateurs engag\u00e9s, ces assistants digitaux r\u00e9gionaux d\u00e9montrent l\u2019impact concret de l\u2019IA conversationnelle dans le service public.<\/p>\n\n\n\n<p>D\u00e9couvrez l&rsquo;agent conversationnel Botnation offre maintenant une <strong>information voyageur plus claire et une exp\u00e9rience TER plus proche, plus simple et plus moderne<\/strong>.<\/p>\n\n\n\n<div class=\"wp-block-zoho-zoho-forms\"><iframe loading=\"lazy\" height=\"600px\" width=\"100%\" frameborder=\"0\" allow=\"geolocation;microphone;camera\" src=\"https:\/\/forms.zohopublic.eu\/botnationai1\/form\/TlchargerlecasclientSNCFTER\/formperma\/rNoTv11AaDvPoVwkTLKk2ydPZHe3UlixfNYB8d3sRPQ\"> <\/iframe><\/div>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Sommaire<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/blog2.botnation.ai\/fr\/sncf-ter-chatbot-voyageurs-regionaux\/#Un_service_public_regional_en_pleine_transformation_digitale\" >Un service public r\u00e9gional en pleine transformation digitale<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/blog2.botnation.ai\/fr\/sncf-ter-chatbot-voyageurs-regionaux\/#Le_defi_rendre_linformation_voyageur_plus_fluide_et_plus_accessible\" >Le d\u00e9fi : rendre l\u2019information voyageur plus fluide et plus accessible<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/blog2.botnation.ai\/fr\/sncf-ter-chatbot-voyageurs-regionaux\/#La_solution_un_chatbot_regionalise_concu_avec_Botnation\" >La solution : un chatbot r\u00e9gionalis\u00e9 con\u00e7u avec Botnation<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/blog2.botnation.ai\/fr\/sncf-ter-chatbot-voyageurs-regionaux\/#Une_transformation_digitale_a_grande_echelle\" >Une transformation digitale \u00e0 grande \u00e9chelle<\/a><\/li><\/ul><\/nav><\/div>\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Un_service_public_regional_en_pleine_transformation_digitale\"><\/span>Un service public r\u00e9gional en pleine transformation digitale<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>La <strong>SNCF TER (Transports Express R\u00e9gionaux)<\/strong> assure chaque jour des milliers de trajets dans toute la France.<\/p>\n\n\n\n<p>Pr\u00e9sente dans toutes les r\u00e9gions, elle relie villes, banlieues et zones p\u00e9riurbaines, avec des enjeux majeurs : ponctualit\u00e9, interconnexion, accessibilit\u00e9 et satisfaction des voyageurs.<\/p>\n\n\n\n<p>Mais avec des millions d\u2019usagers quotidiens, les <strong>demandes d\u2019informations se multiplient <\/strong>: horaires, abonnements, retards, objets trouv\u00e9s, assistance PMR, tarifs combin\u00e9s\u2026<\/p>\n\n\n\n<p>Avec pour cons\u00e9quence, des centres d\u2019appels satur\u00e9s et des \u00e9quipes locales submerg\u00e9es par des questions r\u00e9p\u00e9titives, souvent simples \u00e0 traiter.<\/p>\n\n\n\n<p>Pour am\u00e9liorer la r\u00e9activit\u00e9 du service et moderniser la relation voyageurs, la SNCF a d\u00e9cid\u00e9 d\u2019introduire un <strong>assistant digital intelligent<\/strong>, accessible \u00e0 tous, 24h\/24 et 7j\/7.<\/p>\n\n\n\n<p>Une solution unique, d\u00e9ploy\u00e9e avec <strong>Botnation<\/strong>, pour <strong>centraliser les informations cl\u00e9s de chaque r\u00e9gion TER<\/strong> dans un chatbot intuitif et enti\u00e8rement automatis\u00e9.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Le_defi_rendre_linformation_voyageur_plus_fluide_et_plus_accessible\"><\/span>Le d\u00e9fi : rendre l\u2019information voyageur plus fluide et plus accessible<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Le r\u00e9seau TER est vaste et h\u00e9t\u00e9rog\u00e8ne.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"530\" height=\"1002\" src=\"https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/10\/sncf-ter-messages-agent-conversationnel-service-clients.png\" alt=\"\" class=\"wp-image-9802\" style=\"width:254px;height:auto\" srcset=\"https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/10\/sncf-ter-messages-agent-conversationnel-service-clients.png 530w, https:\/\/blog2.botnation.ai\/wp-content\/uploads\/2025\/10\/sncf-ter-messages-agent-conversationnel-service-clients-159x300.png 159w\" sizes=\"auto, (max-width: 530px) 100vw, 530px\" \/><\/figure>\n<\/div>\n\n\n<p>Chaque r\u00e9gion dispose de ses propres offres tarifaires, de ses abonnements, de ses lignes et de ses particularit\u00e9s locales.<\/p>\n\n\n\n<p>Pour un usager, trouver la bonne information sur le site pouvait devenir un v\u00e9ritable casse-t\u00eate.<\/p>\n\n\n\n<p>Les voyageurs souhaitent aujourd&rsquo;hui des <strong>r\u00e9ponses imm\u00e9diates<\/strong>, sans passer par des formulaires ou des pages d\u2019aide trop complexes.<\/p>\n\n\n\n<p>De leur c\u00f4t\u00e9, les \u00e9quipes support de la SNCF devaient g\u00e9rer un <strong>volume croissant de demandes r\u00e9p\u00e9titives<\/strong>.<\/p>\n\n\n\n<p>En p\u00e9riode de travaux ou de gr\u00e8ves, ces sollicitations explosaient, mobilisant inutilement les centres d\u2019appels et les agents d\u2019accueil.<\/p>\n\n\n\n<p>Le besoin \u00e9tait donc clair : un <strong>assistant digital unifi\u00e9<\/strong>, capable de r\u00e9pondre instantan\u00e9ment, tout en s\u2019adaptant \u00e0 chaque r\u00e9gion.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"La_solution_un_chatbot_regionalise_concu_avec_Botnation\"><\/span>La solution : un chatbot r\u00e9gionalis\u00e9 con\u00e7u avec Botnation<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>En collaboration avec les \u00e9quipes locales de la SNCF, <strong>Botnation<\/strong> a d\u00e9velopp\u00e9 une s\u00e9rie de <strong>chatbots r\u00e9gionaux<\/strong> int\u00e9gr\u00e9s directement aux sites web TER.<\/p>\n\n\n\n<p>Le premier, baptis\u00e9 <strong>Nomad Train<\/strong> pour la Normandie, a rapidement inspir\u00e9 les autres r\u00e9gions : <strong>Hauts-de-France, Occitanie, Centre-Val de Loire et Nouvelle-Aquitaine<\/strong>.<\/p>\n\n\n\n<p>Ces assistants virtuels fonctionnent comme de v\u00e9ritables <strong>guichets digitaux<\/strong> : ils accompagnent les voyageurs dans leurs d\u00e9marches quotidiennes et leur permettent d\u2019obtenir une r\u00e9ponse claire, fiable et personnalis\u00e9e en quelques secondes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Une_transformation_digitale_a_grande_echelle\"><\/span>Une transformation digitale \u00e0 grande \u00e9chelle<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>L\u2019adoption des chatbots r\u00e9gionaux Botnation marque une \u00e9tape cl\u00e9 dans la digitalisation du service public ferroviaire.<\/p>\n\n\n\n<p>En pla\u00e7ant la conversation au c\u0153ur de la relation avec les voyageurs, la SNCF TER simplifie les d\u00e9marches, tout en valorisant la proximit\u00e9 r\u00e9gionale.<\/p>\n\n\n\n<p>Avec <strong>23 millions de messages \u00e9chang\u00e9s<\/strong> et <strong>5 r\u00e9gions connect\u00e9es<\/strong>, le projet TER x Botnation est aujourd\u2019hui l\u2019un des plus grands d\u00e9ploiements de chatbots publics en France.<\/p>\n\n\n\n<p>Il prouve qu\u2019un <strong>assistant conversationnel bien con\u00e7u<\/strong> peut transformer la relation client d\u2019un service public, tout en renfor\u00e7ant la satisfaction et la confiance des usagers.<\/p>\n\n\n\n<p>Gr\u00e2ce \u00e0 Botnation, <strong>la SNCF TER r\u00e9invente l\u2019exp\u00e9rience voyageur<\/strong> : plus fluide, plus rapide, et surtout plus proche de chacun.<\/p>\n\n\n\n<div class=\"wp-block-zoho-zoho-forms\"><iframe loading=\"lazy\" height=\"600px\" width=\"100%\" frameborder=\"0\" allow=\"geolocation;microphone;camera\" src=\"https:\/\/forms.zohopublic.eu\/botnationai1\/form\/TlchargerlecasclientSNCFTER\/formperma\/rNoTv11AaDvPoVwkTLKk2ydPZHe3UlixfNYB8d3sRPQ\"> <\/iframe><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Comment offrir une information claire, instantan\u00e9e et locale \u00e0 des millions de voyageurs qui empruntent chaque jour les trains r\u00e9gionaux ? C\u2019est le d\u00e9fi relev\u00e9 par la SNCF TER, qui &hellip; <\/p>\n","protected":false},"author":8,"featured_media":9831,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[39],"tags":[],"class_list":["post-9801","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-temoignages"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>SNCF TER : le chatbot aux 23 millions de messages qui centralise tarifs, services et assistance pour les voyageurs r\u00e9gionaux - Actualit\u00e9 Chatbot, IA Conversationnelle &amp; G\u00e9n\u00e9ration d&#039;Images IA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog2.botnation.ai\/fr\/sncf-ter-chatbot-voyageurs-regionaux\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"SNCF TER : le chatbot aux 23 millions de messages qui centralise tarifs, services et assistance pour les voyageurs r\u00e9gionaux - Actualit\u00e9 Chatbot, IA Conversationnelle &amp; G\u00e9n\u00e9ration d&#039;Images IA\" \/>\n<meta property=\"og:description\" content=\"Comment offrir une information claire, instantan\u00e9e et locale \u00e0 des millions de voyageurs qui empruntent chaque jour les trains r\u00e9gionaux ? 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