In a nutshell...

For over 60 years, MACIF has placed member satisfaction at the heart of its priorities, with the ambition of becoming No. 1 in Customer Relations. One of the major thrusts of its 2021-2023 strategic plan was to simplify and unify customer journeys, notably by converging over 14 million annual calls to a single number. An immense challenge, given the diversity of requests and contracts.

This case study traces the transition from an old IVR, with over 70 different numbers and complex "type 1... type 2..." choice trees, to an advanced Natural Language IVR capable of handling, with a 95% success rate, over 200 different customer intentions on a single number, thanks to unparalleled natural language understanding.

By downloading the full case study, discover how MACIF not only reduced call handling times, but also improved customer satisfaction andteam efficiency thanks to ILLUIN Technology!

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Download the case

English version available on request.

And find the REX MACIF video replay on this link 👉 Conference (50′) - REX Macif: converging 14 million calls to a single number with Advanced Natural Language IVR