"Making AI a driver of excellence and agility"
Emmanuel Cordente, CTO
Artificial Intelligence (AI) and Generative Artificial Intelligence (Gen AI) are now fully integrated into the business lines at SNCF Connect & Tech. But how do they really contribute to operations and to improving the user experience?
Emmanuel Cordente, CTO at SNCF Connect & Tech, looks back at the integration of AI and Gen AI into the company, their productivity benefits, ethical issues and future goals. A responsible innovation, resolutely looking to the future.
AI and now Gen AI are a must.
How have you integrated them into your business?
We started using AI gradually and it now has a strategic role at SNCF Connect & Tech. First of all, because it's a powerful driver for improving the user experience and optimising the performance of our services. It's also revolutionising the way we work by automating many tasks, it enables us to focus on higher value-added activities such as solving complex problems.
"In this environment, my role is to ensure that we use AI ethically, effectively and aligned with our strategic objectives. Integrating AI into the daily lives of SNCF Connect & Tech employees is a no-brainer for a dynamic, modern company."
EmmanuelCordente
CTO
More broadly, how are AI and Gen AI integrated within SNCF Connect & Tech?
Across the board, they impact both our offerings and our in-house operations! AI plays a key role in areas such as service personalisation, predictive analysis to anticipate user behaviour, and process automation.
A wide range of business lines are concerned:
- Marketing and customer relations, where it helps to better understand and meet user expectations,
- Technical teams who use it to improve system reliability,
- Data with analysts and data scientists designing models,
- Cybersecurity to anticipate threats.
It's also a question of company culture: adopting AI means instilling a forward-looking mindset, encouraging audacity, adaptability and innovation.
Can you tell us more about the productivity gains achieved through AI?
AI has transformed the way we work, particularly in two areas: IT development and customer relations.
Its inclusion in integrated development environments (IDEs) saves developers valuable time. AI engines offer predictive code, suggest corrections in real time and generate entire blocks from simple descriptions. The benefits are immediate with improved code quality, fewer errors and smoother collaboration between team members.
On the customer relations front, a striking example is SNCF Connect's personalised recommendations system. Using machine learning, we analyse users' habits to suggest optimised routes and timetables. This simplifies their experience and improves customer satisfaction!
What are the ethical issues involved in using AI on a daily basis at SNCF Connect & Tech?
Reconciling artificial intelligence and human intelligence is an exciting challenge. AI excels at rapidly analysing large amounts of data, but humans remain essential for creativity, empathy and decision-making in context.
The main ethical issues concern the reliability of decisions made or influenced by AI, their ability to be explained, and their alignment with our values. Nor should we overlook employees' willingness to adopt the technology, which is also a key issue, requiring training and awareness-raising.
We take a proactive approach to guiding the development and use of AI. This involves greater transparency, limiting algorithmic bias and rigorous protection of user data. At SNCF Connect & Tech, we ensure that AI use remains responsible, transparent and aligned with our values.
What are the next steps in deploying AI at SNCF Connect & Tech?
Our ambition is clear - we want to offer ever more personalised and innovative services, while optimising our in-house operations.
We will continue to improve the user experience, with increasingly relevant recommendations and refined predictive analysis. Technically speaking, AI will enhance the automation of complex processes, the proactive supervision of systems, and cybersecurity.
Adopting these technologies also means supporting teams, with appropriate tools, training and a culture of innovation. We want AI to become a true partner, enhancing human capabilities and transforming the way we work in the long term.
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