Beyond the immense sporting challenge, organizing an event on an international scale presents significant technological and logistical challenges. It was essential to deliver a seamless, accessible, and high-quality experience for millions of spectators, partners, citizens, and athletes.
Konecta, in collaboration with the Paris 2024 Digital Management, designed a digital platform to support users in real time.
Konecta, working closely with its partners, developed an integrated, multichannel digital platform (calls, emails, chatbot, social media, FAQ) and multilingual (French and English) solution, designed to adapt to the evolving needs of Paris 2024.
Konecta's platform proved its efficiency by handling thousands of real-time information requests (competition timings, site accessibility, events, and celebrations around the Olympic and Paralympic Games, etc.), meeting Paris 2024's stringent security, reliability, and performance standards.
The Open Data knowledge base, enriched with feedback from advisors and contributions from Paris 2024 organizers, powered an AI system to deliver comprehensive, relevant, and up-to-date information.
The integration of generative AI into the platform significantly increased the self-care rate (from 30% to 70%), achieving an AI understanding and compliance rate of 94% during the Paralympic Games. Konecta, an expert in digital Customer Experience, demonstrated its ability to transform the nature of interactions, solidifying its position as a key player in digital ecosystems for global events.
In partnership with Greenbureau, Mayday, Zendesk, Genesys, and Deafi, Konecta created a seamless, intuitive, and accessible customer experience, including for deaf and hard-of-hearing users. Its 30 advisors, available 7 days a week during the Games, delivered high-quality personalized assistance, achieving an average satisfaction score of 4.26 following an interaction with an advisor.
