Case Study: AG2R La Mondiale achieves reduced inbound contacts and improved customer self-service with Inbenta

AG2R La Mondiale - Customer Case Study

AG2R LA MONDIALE, France’s leading social‑protection provider insuring 15 million private customers and 500,000 companies, faced about 3 million calls a year and relied on a static, untracked FAQ. The group wanted proactive self‑care that worked with contact‑centre agents, provided transparent linguistic reasoning (not a black‑box AI), and could qualify leads and reduce incoming contacts.

AG2R implemented Inbenta’s dynamic FAQ and chatbots using NLP coupled with symbolic AI; the system learns from usage, promotes preferred answers, redirects users to the right sales channels, and supplies semantic analytics and customer feedback for UX improvements. The tools drove 1 million FAQ visits in 2021, handle 400–600 chatbot conversations daily with an ~80% answer rate, enabled service changes (e.g., third‑party card validity), and will be extended into SMS, live chat and other channels.

AG2R La Mondiale

Tanguy Vincent

Head of Mission, Innovation and Digital