From experimentation to deployment in several customer relations centers
“With the support of the open innovation team, we carried out a market analysis, followed by a test phase with a selection of service providers. reciTAL was the obvious choice, thanks to the efficiency and precision of its solution. This success is due to the close collaboration between our customer relations, information systems and purchasing teams, and those of reciTAL, from experimentation through to deployment of the solution. With its original co-constructed design, this solution frees up the time of Group employees, so that they can devote themselves fully to supporting our policyholders”, explains Cyril Durupt, Smart Automation Project Director at AG2R LA MONDIALE.
During the test phase, AG2R LA MONDIALE’s business teams and reciTAL s data scientists worked together on training the reciTAL classifier, based on a sample of emails representative of business activity and the effects of seasonality. This stage also enabled us to get to grips with the manual processing processes in place, as well as to increase the skills of our teams in the operation of the reciTAL solution.
The first scope to go live in April 2021 covers CRC Entreprises. Today, the reciTAL solution processes 100,000 email flows a year, dividing them into 13 categories with over 90% accuracy. Depending on the category identified, emails are automatically forwarded to the management centers or processed by the CRC for level 1 responses.
The results exceeded expectations: CRC managers saved more than 15% of their time processing customer emails.
The project has since been extended to CRC Santé, which processes 300,000 emails a year, with commissioning scheduled for late 2021.