Malakoff Humanis is a French mutual society specialising in supplementary retirement products. The result of several mergers in the early 2000s, the company’s products now protect over 10 million members, or one in four of the French workforce.
Financial products of the kind provided by Malakoff Humanis require highly responsive and sensitive customer service, and are also subject to periodic regulatory changes that can generate a large number of client queries.
Odigo’s solution for Malakoff Humanis concentrates on the voice channel and has introduced voice-operated services with natural language capabilities.
Fourteen percent of incoming voice calls are now processed automatically, with 47% of these requiring no input from a human service agent. This has significantly increased the time agents have available to handle more complex calls.
Coping with the surge in queries resulting from regulatory changes at the start of 2019 was a good proof of our solution’s capacity to scale rapidly and without causing service interruptions.
We continue to work with Malakoff Humanis on automation innovations to help them always provide their customers with the right information at the right time and through the right channel.