Case Study: Groupe IRCEM achieves faster, more efficient customer service with IBM AI and watsonx Assistant

AI operational excellence support for customer relations

Groupe IRCEM, a social protection organization serving the home and family employment sector, was facing rising customer information demands and complex, fast-changing pension, insurance, and social action questions. Although it had already invested in online documentation, it needed a better way to help clients find answers quickly and support advisors more efficiently, so it worked with IBM and IBM Cloud Expert Labs using watsonx Assistant.

IBM helped Groupe IRCEM co-create and deploy an AI chatbot and later an assisted messaging system that analyzed customer emails in real time, while training IRCEM teams to manage and extend the solution themselves. The chatbot now handles nearly 4,000 conversations per month with a 90% completion rate, and the email assistant is activated 7 times out of 10, reducing unnecessary messages by 5% to 10% after its intervention.

Groupe IRCEM

Ludovic Decarpigny

Transverse IT Service Manager