Case Study: Malakoff Humanis achieves improved customer relations and faster, smarter call handling with Dataiku

Improving Customer Relations With the Power of NLP

Malakoff Humanis, the #1 non-profit group health insurer in France (11,000 collaborators, 426,000 client enterprises, €6.5 billion in equity), faced growing pressure to keep up with customer demand and maintain high-quality support across channels. To tackle this, Malakoff Humanis partnered with Dataiku, using Dataiku’s Deep Belief program and its centralized Dataiku platform/DSS to embed advanced NLP into their customer service workflows.

Dataiku worked with Malakoff Humanis to build two NLP solutions—a topic classification model to route online claims and a speech‑analytics and sentiment‑analysis pipeline for telephone calls—reusing models across projects to accelerate time to production. The engagement delivered a production processing chain that transcribes calls, classifies topics and sentiment, and feeds a dynamic dashboard for real‑time decision making; Dataiku’s Deep Belief program enabled secure, scalable deployment, transfer of expertise to Malakoff Humanis, accurate classification despite limited labels, and measurable operational benefits such as more informed staffing, shorter/fewer repeat calls, and improved customer support oversight.

Malakoff Humanis

Gauthier Lalande

Lead Manager AI