Key learnings from the discussion with Christophe Fanichet, CEO of SNCF Voyageurs at the Adopt AI Summit by Artefact - June 5, 2024

About Christophe Fanichet: Aurore Gaspar plays a crucial role in transforming the bank’s operational and relationship model of the Société Générale, to offer the most appropriate value proposition to its clients. She supervises the Digital, Distance Banking, Open Banking, Data and AI, Payments, Operations and Transformation departments. She has more than 20 years of experience within Societe Generale group, where she has developed a thorough knowledge of retail banking activities, as well as solid skills in digital technology.

Passenger journey optimization

SNCF uses AI in its SNCF Connect application to help passengers plan their journeys, offering millions of route options. AI enhances the user experience by optimizing travel routes and integrating comprehensive travel plans.

Multilingual support

SNCF developed a tool called TradeSNCF for its 50,000 customer-facing employees, enabling them to communicate in 130 languages using AI. This tool is particularly useful for handling international travelers’ inquiries at stations.

Predictive maintenance

AI plays a crucial role in predictive maintenance by analyzing vast amounts of data from the highly connected trains. This approach helps prevent critical failures and improves maintenance efficiency, aiming for zero train stoppages due to technical issues.

Balancing service and industry

SNCF manages both service and industrial operations, with two-thirds of its 70,000 employees in industrial roles. AI helps in managing the growth of passenger numbers and optimizing train schedules and maintenance processes.

Data utilization and automation

SNCF leverages big data and machine learning to handle over 1.3 billion visits and 210 million train tickets sold annually. AI optimizes customer interactions and dynamic pricing models for TGV services.

“AI integration is essential for SNCF’s future, with a strong emphasis on curiosity and continuous learning. The company aims to be a leader in digital and AI adoption to avoid disruption and maintain its competitive edge in the industry.”
Christophe Fanichet, CEO of SNCF Voyageurs

AI for cost efficiency

Predictive maintenance enabled by AI helps SNCF reduce production costs of trains by 5-7%. AI-driven maintenance scheduling ensures trains are serviced only when necessary, thus optimizing operational efficiency.

Energy optimization

SNCF uses AI for energy-efficient driving, optimizing train speeds to save electricity. As the largest industrial consumer of electricity in France, this initiative is crucial for reducing energy consumption.

Collaboration with tech ecosystem

SNCF invests significantly in digital transformation, with €2 billion spent annually. They collaborate with 300 startups and have an investment fund, 574 Invest, to support innovative technologies in the rail industry.

Generative AI and customized solutions

SNCF is exploring generative AI, working with companies like OpenAI and Mistral to develop tailored language models for transport. They created SNCF Group GPT to handle specific internal data and improve operational efficiency.

Improving customer communication

SNCF aims to use AI to enhance traveler information during service disruptions and improve the 3635 customer service line by implementing natural language processing for more intuitive interactions.

Training and AI literacy

SNCF emphasizes the importance of digital and AI literacy among managers. They have established a digital school and are creating a “Prompt Academy” to ensure that all employees can effectively use AI tools.

Adapting job roles

AI will transform various job roles within SNCF, from administrative to technical positions. The company focuses on enhancing the productivity of white-collar workers and augmenting the capabilities of blue-collar workers with AI tools.

Ethical AI and future outlook

SNCF is committed to ethical AI usage, appointing ethical AI representatives in each business unit. They stress the importance of collaborative AI adoption, ensuring that AI supports and enhances employee roles rather than replacing them.