Case Study: SFR achieves faster complaint processing with Yseop's automated NLG solution

SFR improved consistency and productivity across its 4 call centers, with a bespoke tool to automate the generation of personalized emails to customers

SFR, a telecommunications company, wanted to improve customer satisfaction across its four call centers by making complaint handling more consistent, productive, and high-quality. It turned to Yseop for a natural language generation (NLG) solution to help standardize the form and content of documents while maintaining strong language quality.

Yseop developed a bespoke NLG tool that automates personalized email and letter writing for administrative and claims requests, with the option for staff to customize messages before sending. The solution helped SFR generate 30,000 personal communications each month, support 200 users daily, and reduce average complaint processing time to 2:50, while ensuring consistent French-language communications and smoother adoption across call centers.

SFR

Thierry Maupoint

Project Manager Customer Service Tools