Case Study: Malakoff Humanis improves customer service automation with Odigo

Malakoff Humanis provides customers with timely information through the right channel

Malakoff Humanis, a major French mutual insurance company specializing in complementary retirement plans, faced the challenge of handling a high volume of client inquiries, which were often intensified by regulatory changes. They required a highly reactive and emotionally intelligent customer service solution. To address this, they partnered with vendor Odigo to implement a voice service solution equipped with natural language processing (NLP) capabilities.

The solution from Odigo focused on automating a significant portion of incoming calls. This resulted in 14% of all inbound calls being handled automatically, with 47% of those automated calls being resolved successfully without any human intervention. This automation freed up advisors to concentrate on more complex cases and demonstrated the solution's scalability during periods of high demand. Odigo continues to collaborate with Malakoff Humanis to further develop their automation strategy.

Malakoff Humanis