MACIF joins forces with ILLUIN Technology and Orange Business to transform its Customer Relations with AI

In a nutshell...

MACIF is taking innovation a step further with the introduction of a Natural Language Interactive Voice Server (NLIS), designed by AI expert ILLUIN Technology and orchestrated by Orange Business. This system revolutionizes the customer experience by simplifying and accelerating telephone interactions. Thanks to a high-performance language understanding engine (NLU), this solution improves the management of over 14 million calls a year, offering MACIF unprecedented performance and optimized customer service.

Here's what they have to say...

Eric TIGREAT, Steering and Supervision, MACIF Distribution and Member Relations Department

From an operational point of view, the implementation of a Natural Language Interactive Voice Server (NLIS) was a major project in our strategic vision. Indeed, converging massive call flows to a single number means being able to qualify contacts efficiently and direct each case to the best internal contact, while at the same time enhancing and simplifying the customer experience for the MACIF brand. It's purely a technological challenge to understand natural language (NLU) on an industrial scale. So we looked for the best technological partners to achieve this together, and prepare the future of the brand's remote relationship."

Olivier LAVIGNE, Product Manager Customer Relations, Orange Business

"We're delighted to have been able to support MACIF at this key moment in its customer relations. By leveraging the robustness of our networks and orchestrating this project with ILLUIN Technology, we gave MACIF customers the opportunity to express themselves in their own words and establish a personalized customer experience, balanced between the digital and the human. It's a new step in our relationship of trust with MACIF."

Robert VESOUL, CEO of ILLUIN Technology

"By positioning ILLUIN Technology's state-of-the-art NLU at the heart of their Customer Relationship devices, MACIF and our other customers are positioning themselves to develop numerous use cases around the "Augmented Advisor" all based on the same technological core."