For several years, AI has been serving products to meet user needs. With the rise of Generative AI, the emergence of these new models could have seamlessly and fluidly integrated into the Product approach. Many believed that Generative AI was merely a 'new tool' in the technological revolution that is AI. However, it is not that simple and immediate! It is clear that Generative AI is a revolution in itself, disrupting our achievements, as well as our convictions, habits, and processes.

How does the world of Product Management adapt to this disruption to continue providing products that are always useful, usable, and used ?

The SNCF Connect & Tech teams will detail the launch of their first use case leveraging the capabilities of Generative AI. Beyond the technical setup of our Generative AI for the Customer Relationship teams, we will discuss the path we chose to take to build a tailored tool. Our ambition: to combine the best of available technologies with our human expertise, while designing a relevant, fast, and integrated user experience.

In this talk, we will explore together what remains unchanged, what had to change, and what needs to change to achieve a smooth production.