THE virtual assistants are increasing in all areas, and the sales sector is no exception. Bouygues Telecom recently integrated a virtual assistant into its e-commerce site, a tool that promises to transform the shopping experience for its customers.

Assistance just a click away

To access this assistant, simply navigate to the telephones tab of the Bouygues Telecom website, whether you are on a computer or smartphone. A simple click on the “Need help” button, located at the bottom right of the screen, opens a chat window. Users can then select “Exchange with our AI sales assistant”.

Cutting-edge technology

This new tool is based on advanced technologies, developed by the operator’s DSI and Digital teams. To design this assistant, Bouygues Telecom used the platform Vertex AI from Google Cloudrelying on the LLM Gemini from Google. This finely tuned development allows the assistant to understand and adapt to the natural language users, offering more relevant and fluid responses than traditional chatbots.

With a touch of humor and a personalized approach, the assistant positions itself as a real lever for acquiring new customers. Its subtle integration into the design of the site also guarantees a harmonious and fluid user experience, while ensuring the security of the data exchanged.

A personalized customer experience

For users, this virtual assistant represents a time saving and a more intuitive experience. All choices made during the conversation are updated in real time in the product sheet. The assistant takes into account the essential criteria of each customer, such as:

• Phone battery life
• Advantages of the proposed package
• Monthly payments of the financing plan

This personalized approach makes it easier for customers to find the offer that suits them best.

A strengthened sales channel

The assistant doesn’t just improve the customer experience; it also constitutes an effective relay for the sales teams. This new tool complements all existing online sales channels, such as:

• Connecting with a sales advisor by telephone
• Discussion with a chat advisor

Particularly useful outside of traditional hours, the virtual assistant will take over from advisors from 9 p.m. to 8 a.m., thus representing approximately 15% of overall traffic. According to Renaud Perard, Director of Digital at Bouygues Telecom, this innovation is a real asset for stimulating sales and accelerating customer decision-making.

An emerging trend in the telecoms sector

This initiative by Bouygues Telecom is not an isolated case. Other players in the sector, such as SFRare also part of this dynamic. Using Google Cloud solutions, SFR has developed a platform that analyzes exchanges between advisors and clients in real time, thus optimizing the understanding of interactions.

Thanks to this approach, SFR offers its teams automated support in real time, thus simplifying the processing of customer requests and allowing advisors to concentrate on tasks with higher added value. The operator thus hopes for a significant return on investment, targeting “more than two million customer files processed per year via digital channels”.

In conclusion

With the integration of a virtual assistant into its site, Bouygues Telecom is positioning itself at the forefront of innovation in the telecoms sector. This technological advancement highlights the growing importance of artificial intelligence in improving user experience and facilitating purchasing decisions.