A New Tool Serving Visitors

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Betty, the Grand Palais’ conversational agent, switched to generative AI at the end of July. Accessible before the visit, on the institution’s website and digital channels, she instantly answers practical questions, helps plan visits, and guides visitors toward the most relevant content.

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In just 40 days, Betty has already answered 6,600 questions from more than 4,000 users.

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That represents 33,000 minutes saved, or 550 hours of work. The equivalent of nearly 80 full workdays freed up for the museum staff, guaranteeing better quality of life at work. With more time available, the teams can now fully focus on welcoming visitors and even develop parallel projects that foster creativity and innovation across departments!

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Why Deploy a Conversational Agent for Visitor Questions?

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Conversational agents are no longer limited to brands or e-commerce. In the cultural sector, they are becoming powerful tools to:

• Provide continuous information: answer questions 24/7, even outside opening hours.
• Relieve staff workload: reduce the volume of repetitive requests addressed to front-desk teams.
• Personalize the experience: tailor responses to each visitor’s profile and interests.

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Ask Mona’s Expertise Serving the Grand Palais

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A specialist in conversational AI for culture since 2017, Ask Mona designed Betty to integrate seamlessly into the Grand Palais’ digital ecosystem:

• No download required: Betty is ready to chat directly on the Grand Palais’ website, in French and English.
• Reliable content: answers are drawn from a knowledge base co-developed by the institution and Ask Mona to ensure accuracy.
• Detailed statistics: analysis of questions, languages used, and interests to improve the offer—available in a personal dashboard.
• Tailored product: Ask Mona customizes the tone, personality, and answers of your conversational agent to match your vision and needs.

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A Strategic Tool for Internal Teams

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Beyond visitor reception, Betty is also a strategic data source:

• Most frequently asked questions: identify recurring friction points or interests.
• Thematic analysis: detect which topics spark the most curiosity.
• Languages used: monitor the needs of international audiences in French and English.
• Trends over time: track how questions evolve across exhibitions and events.

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These insights allow communication, mediation, and ticketing teams to refine their messaging, optimize content, and improve services. Aligned with the Service Public Plus program’s goals for user experience, Betty smooths the flow of information between visitors and staff. The time saved empowers museum personnel to reinvent their presence and deepen connections with the public.

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And Tomorrow?

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Betty’s success demonstrates how generative AI can enrich the visitor experience even before arrival, while offering teams a powerful management tool based on real visitor data. Tomorrow, these conversational agents will also accompany audiences during and after their visit, further strengthening the bond between institutions and their audiences.