Case Study: La Poste Solutions Business boosts call center performance with Lettria's NLP solution

La Poste Solutions Business Using NLP to boost call center performance

La Poste Solutions Business, the B2B division of La Poste, faced a significant challenge with the loss of customer information between call completion and its entry into their CRM. To address this issue and boost call center performance, they partnered with vendor Lettria to implement its natural language processing technology.

Lettria worked with La Poste over four months to develop a tailored NLP solution. They held weekly workshops to define and train an AI with 32 labels to automatically extract key information from calls and populate the CRM via an API. The solution from Lettria led to a 50% reduction in CRM data entry time and a 15% increase in call center productivity, while ensuring 100% of calls are now processed and analyzed.

La Poste Solutions Business

Nathalie Crauet

Digital Project & Voice Program Manager