MACIF is banking on ILLUIN Technology, a French AI nugget, and its partner Orange Business to turn its strategic vision of Customer Relations into reality.
What's in this video?
In this video, discover how MACIF is revolutionizing its Customer Relations on a large scale, thanks to ILLUIN Technology's cutting-edge conversational AI and Orange Business' telephone flow orchestration solutions.
The problem: simplify and unify the telephone customer experience
MACIF, a major player in the insurance sector, was faced with a major challenge: how to effectively manage and qualify 14 million calls a year, while improving the customer experience and reinforcing the brand image? With 70 phone numbers scattered around the company, and a diversity of customer situations, managing interactions was becoming increasingly complex. The challenge was to merge these multiple points of contact into a single number, while ensuring that each caller was directed quickly and accurately to the right contact.
The solution: Natural Language Interactive Voice Response (IVR)
To meet this challenge, MACIF turned to French AI nugget ILLUIN Technology and its partner Orange Business. Together, they implemented a Natural Language Interactive Voice Server (IVR), supported by ILLUIN Technology's Natural Language Understanding (NLU) technology. The system has made it possible to merge 70 numbers into a single one, while implementing over 200 customer intentions in just a few months, and achieving a comprehension rate of over 95%. As a result, callers are now able to express their requests naturally, and are quickly redirected to the appropriate services.
The results
- 1.2 million calls per month handled by the Natural Language IVR system
- 95% understanding of intentions in over 200 conversational scenarios
- 2.5 times less waiting time for customers: from 51 to 19 seconds
- 50 seconds saved by agents on each call and in post-call processing
- Fewer intra-company transfers
To find out more...
👉 By watching this replay you'll discover how this transformation goes far beyond call management. Thanks to the ILLUIN Dialogue platform, MACIF is now able to imagine many new uses, notably around the "Augmented Advisor", automated email processing, real-time search, conversation analysis...
Everything is in place to free advisors from repetitive tasks, so that they can concentrate on what really counts: the human relationship.
With the participation of :
- Nicolas GORODINE, Customer IS Program Director, MACIF
- Robert VESOUL, CEO, ILLUIN Technology
- Olivier LAVIGNE, Product Manager, Orange Business
Watch the video 👇
And download the full case study in PDF on this link 📥 How MACIF qualifies 14M calls/year on its IVR in Advanced Natural Language thanks to ILLUIN Dialogue
