AI Research
The RATP Group Relies on Artificial Intelligence to Train its Station Agents – Customer Success Stories
Handling an unhappy customer after a bus delay, explaining that it’s impossible to give change for a note that’s too large, or defusing a misunderstanding during rush hour—at the RATP, these day-to-day challenges are now anticipated in virtual reality: agents practice with AI-powered avatars capable of responding with all the objections a real customer might raise. This training is made possible thanks to “Mon Client IA.”
With this solution, the RATP group aims to transform the training of its front-line customer teams. The tool leverages Inetum’s “Virtual Humans,” a technology that allows for the creation of conversational avatars powered by artificial intelligence. “With a simple prompt describing the scene, we generate an avatar that reacts like a real passenger,” explained Julien Casarin, a manager in Inetum’s innovation department.
Four Scenarios to Pilot
Practically, agents can now train facing virtual customers who react realistically according to different scenarios. The RATP group has developed four initial functional scenarios for this pilot phase. Among them is the classic case of a customer wanting to buy a single ticket with a large note, while agents are unable to provide change for anything less than 10 euros. “They come to train their staff to follow the process that leads them to offer alternative solutions,” explained Julien Casarin.
Another case tested: managing a delay situation, where a bus user arriving late to their stop asks an agent for explanations. “These can be pretty stressful situations where VR and AI really prove their worth, allowing agents to train and be well-equipped once back in the field,” said Marie-Edith Carreira, Learning Experience Designer at the RATP group.
The Advantage of Emotional Immersion
This approach marks a break from traditional online training. “By combining AI and VR, you are engaged not just cognitively, but also emotionally because there is a virtual human who speaks to you, who reacts, who expresses emotions,” explained Marie-Edith Carreira. This emotional dimension helps anchor learning and develop communication skills. With AI, this tool also offers the advantage of being able to vary dialogues endlessly, thus avoiding the repetitiveness of classic training sessions. Mon Client IA incorporates “customer personas” from RATP’s marketing segments and cases that represent the real-life situations agents encounter daily in stations.
A Rapid and Independent Adoption
Adoption has proven particularly straightforward. “With just two days of training, business teams are autonomous,” assured Julien Casarin. The tool enables educational teams to create their own scenarios simply by writing prompts, without requiring any specific technical skills. After three official presentations to various internal stakeholders, the RATP group identified key sponsors ready to roll out the solution to a panel of test users. The goal: to assess results and adjust the system before a hoped-for deployment by year’s end.
This pilot is part of a broader initiative to modernize training practices in public transportation, where the AI agent may soon become an essential training partner for all front-line customer roles.
AI Research
Australia’s China AI quandary is a dealmaker’s opportunity
It is not surprising that reactions to Chinese ambassador Xiao Qian’s suggestion that Australia and China cooperate more on artificial intelligence as part of an expanded Free Trade Agreement have been hawkish. However, it highlights the need for Australian organisations to broaden their view on the AI world.
It would take a dramatic shift in policy position for Australia to suddenly start collaborating with China on AI infrastructure such as data centres and the equipment that runs them. But it would be wrong to assume that advances in capability will always come from America first.
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AI Research
Joint UT, Yale research develops AI tool for heart analysis – The Daily Texan
A study published on June 23 in collaboration with UT and Yale researchers developed an artificial intelligence tool capable of performing and analyzing the heart using echocardiography.
The app, PanEcho, can analyze echocardiograms, or pictures of the heart, using ultrasounds. The tool was developed and trained on nearly one million echocardiographic videos. It can perform 39 echocardiographic tasks and accurately detect conditions such as systolic dysfunction and severe aortic stenosis.
“Our teammates helped identify a total of 39 key measurements and labels that are part of a complete echocardiographic report — basically what a cardiologist would be expected to report on when they’re interpreting an exam,” said Gregory Holste, an author of the study and a doctoral candidate in the Department of Electrical and Computer Engineering. “We train the model to predict those 39 labels. Once that model is trained, you need to evaluate how it performs across those 39 tasks, and we do that through this robust multi site validation.”
Holste said out of the functions PanEcho has, one of the most impressive is its ability to measure left ventricular ejection fraction, or the proportion of blood the left ventricle of the heart pumps out, far more accurately than human experts. Additionally, Holste said PanEcho can analyze the heart as a whole, while humans are limited to looking at the heart from one view at a time.
“What is most unique about PanEcho is that it can do this by synthesizing information across all available views, not just curated single ones,” Holste said. “PanEcho integrates information from the entire exam — from multiple views of the heart to make a more informed, holistic decision about measurements like ejection fraction.”
PanEcho is available for open-source use to allow researchers to use and experiment with the tool for future studies. Holste said the team has already received emails from people trying to “fine-tune” the application for different uses.
“We know that other researchers are working on adapting PanEcho to work on pediatric scans, and this is not something that PanEcho was trained to do out of the box,” Holste said. “But, because it has seen so much data, it can fine-tune and adapt to that domain very quickly. (There are) very exciting possibilities for future research.”
AI Research
Google launches AI tools for mental health research and treatment
Google announced two new artificial intelligence initiatives on July 7, 2025, designed to support mental health organizations in scaling evidence-based interventions and advancing research into anxiety, depression, and psychosis treatments.
The first initiative involves a comprehensive field guide developed in partnership with Grand Challenges Canada and McKinsey Health Institute. According to the announcement from Dr. Megan Jones Bell, Clinical Director for Consumer and Mental Health at Google, “This guide offers foundational concepts, use cases and considerations for using AI responsibly in mental health treatment, including for enhancing clinician training, personalizing support, streamlining workflows and improving data collection.”
The field guide addresses the global shortage of mental health providers, particularly in low- and middle-income countries. According to analysis from the McKinsey Health Institute cited in the document, “closing this gap could result in more years of life for people around the world, as well as significant economic gains.”
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Summary
Who: Google for Health, Google DeepMind, Grand Challenges Canada, McKinsey Health Institute, and Wellcome Trust, targeting mental health organizations and task-sharing programs globally.
What: Two AI initiatives including a practical field guide for scaling mental health interventions and a multi-year research investment for developing new treatments for anxiety, depression, and psychosis.
When: Announced July 7, 2025, with ongoing development and research partnerships extending multiple years.
Where: Global implementation with focus on low- and middle-income countries where mental health provider shortages are most acute.
Why: Address the global shortage of mental health providers and democratize access to quality, evidence-based mental health support through AI-powered scaling solutions and advanced research.
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The 73-page guide outlines nine specific AI use cases for mental health task-sharing programs, including applicant screening tools, adaptive training interfaces, real-time guidance companions, and provider-client matching systems. These tools aim to address challenges such as supervisor shortages, inconsistent feedback, and protocol drift that limit the effectiveness of current mental health programs.
Task-sharing models allow trained non-mental health professionals to deliver evidence-based mental health services, expanding access in underserved communities. The guide demonstrates how AI can standardize training, reduce administrative burdens, and maintain quality while scaling these programs.
According to the field guide documentation, “By standardizing training and avoiding the need for a human to be involved at every phase of the process, AI can help mental health task-sharing programs effectively scale evidence-based interventions throughout communities, maintaining a high standard of psychological support.”
The second initiative represents a multi-year investment from Google for Health and Google DeepMind in partnership with Wellcome Trust. The funding, which includes research grant funding from the Wellcome Trust, will support research projects developing more precise, objective, and personalized measurement methods for anxiety, depression, and psychosis conditions.
The research partnership aims to explore new therapeutic interventions, potentially including novel medications. This represents an expansion beyond current AI applications into fundamental research for mental health treatment development.
The field guide acknowledges that “the application of AI in task-sharing models is new and only a few pilots have been conducted.” Many of the outlined use cases remain theoretical and require real-world validation across different cultural contexts and healthcare systems.
For the marketing community, these developments signal growing regulatory attention to AI applications in healthcare advertising. Recent California guidance on AI healthcare supervision and Google’s new certification requirements for pharmaceutical advertising demonstrate increased scrutiny of AI-powered health technologies.
The field guide emphasizes the importance of regulatory compliance for AI mental health tools. Several proposed use cases, including triage facilitators and provider-client matching systems, could face classification as medical devices requiring regulatory oversight from authorities like the FDA or EU Medical Device Regulation.
Organizations considering these AI tools must evaluate technical infrastructure requirements, including cloud versus edge computing approaches, data privacy compliance, and integration with existing healthcare systems. The guide recommends starting with pilot programs and establishing governance committees before full-scale implementation.
Technical implementation challenges include model selection between proprietary and open-source systems, data preparation costs ranging from $10,000 to $90,000, and ongoing maintenance expenses of 10 to 30 percent of initial development costs annually.
The initiatives build on growing evidence that task-sharing approaches can improve clinical outcomes while reducing costs. Research cited in the guide shows that mental health task-sharing programs are cost-effective and can increase the number of people treated while reducing mental health symptoms, particularly in low-resource settings.
Real-world implementations highlighted in the guide include The Trevor Project’s AI-powered crisis counselor training bot, which trained more than 1,000 crisis counselors in approximately one year, and Partnership to End Addiction’s embedded AI simulations for peer coach training.
These organizations report improved training efficiency and enhanced quality of coach conversations through AI implementation, suggesting practical benefits for established mental health programs.
The field guide warns that successful AI adoption requires comprehensive planning across technical, ethical, governance, and sustainability dimensions. Organizations must establish clear policies for responsible AI use, conduct risk assessments, and maintain human oversight throughout implementation.
According to the World Health Organization principles referenced in the guide, responsible AI in healthcare must protect autonomy, promote human well-being, ensure transparency, foster responsibility and accountability, ensure inclusiveness, and promote responsive and sustainable development.
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Timeline
- July 7, 2025: Google announces two AI initiatives for mental health research and treatment
- January 2025: California issues guidance requiring physician supervision of healthcare AI systems
- May 2024: FDA reports 981 AI and machine learning software devices authorized for medical use
- Development ongoing: Field guide created through 10+ discovery interviews, expert summit with 20+ specialists, 5+ real-life case studies, and review of 100+ peer-reviewed articles
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