Chatbot and Callbot: How Camping La Civelle is transforming its customer relationship thanks to AI

In the world of outdoor accommodation, the quality of customer relations is a major driver of satisfaction and loyalty. Yet how can you respond to every request while managing arrivals, switchboard calls and on-site inquiries? A pioneer in its field, Campsite La Civelle In the Landes region of France is the First tester and user of Septeo Digital & Services' artificial intelligence tools designed for hospitality professionals. It has chosen to simultaneously integrate a chatbot and a callbot based on generative AI to meet this challenge. We look back on this pioneering experience, as recounted by its director, Olivier Bibaud.

A Campsite Open Almost All Year Round

With its 470 pitches, and open from February to December, Camping La Civelle welcomes a steady flow of visitors.
”We have 5 permanent employees all year round, reinforced by seasonal workers in high season. But during busy periods, the phone would ring constantly. Waiting times became too long and undermined our quality approach”, explains Mr. Bibaud, whose campsite holds both the European Ecolabel and a Destination of Excellence certification.

Why choose a Chatbot and a callbot ?

The goal was clear: to respond faster, without overburdening teams, and to enhance the customer experience across all channels.

• The chatbot, integrated into the campsite website, ensures availability 24 hours a day, in multiple languages, and guides Internet users in their search (practical information, availability, local tourist offers, etc.).
• The callbot, on the telephone side, takes over after one minute of waiting if no agent is available. It understands free-form requests, answers in the customer's language in the customer’s language and records contact details for follow-up.

A work of adaptation and learning

‍Being a beta tester involved an important adjustment phase:

• Building a centralised knowledge base fed by the website and internal documents
• Tailoring responses by channel (text vs voice)
• Continuous improvement through conversation analysis and human intervention when necessary

“AI doesn't do it all by itself. It must be fed and refined. But the further you go, the more relevant the answers are.”, underlines the director.

The first results for equipped camping

Even though the installation period coincided with a full summer as early as July 10, the impact is clear:

• Fewer missed calls
• Less pressure on the switchboard
• Immediate availability for on-site and remote customers
• Automatic multilingual responses, including for foreign visitors

“Without these tools, some requests would have gone unanswered, and potentially went to a competitor. There, we ensure continuity of service.”

A tool at the service of your campsite, not a replacement

The host team remains in control and sees AI as a support, not a threat: “Our agents appreciate the fact that they are no longer overwhelmed by repeated calls. AI takes over on recurring questions and frees up time for physical reception, which is the core of our business.”
“Conversational AI does not take away human contact, it reinforces it. When you cannot respond in the moment, it ensures the continuity of the customer relationship, with a real gain in quality.”
— Olivier Bibaud, Director of Camping La Civelle