Case Study: Mutuelle Nationale des Hospitaliers improves customer service efficiency with Zaion Callbots

How did the Mutuelle Nationale des Hospitaliers automate requests for reissuing healthcare insurance cards and payment schedules using a Callbot

Mutuelle Nationale des Hospitaliers (MNH), a healthcare insurance group serving one million people, faced significant challenges managing seasonal call peaks, particularly for requests to reissue healthcare documents. These fluctuations strained their customer service advisors and limited their availability to daytime hours. To address this, MNH partnered with vendor Zaion to implement their Callbot solution, seeking to automate repetitive tasks and offer 24/7 service to their members.

Zaion implemented two virtual assistants: a Processingbot to fully automate requests like reissuing insurance cards and a scalable Overflowbot to manage high call volumes. This hybrid bot-human model saved advisors time by handling simple inquiries, allowed for the asynchronous processing of requests, and eliminated member wait times. The solution provided 24/7 availability, improved customer satisfaction, and increased overall productivity for MNH's customer service department.

Mutuelle Nationale des Hospitaliers

Audrey Van Hentenrijk

Chief Operating Officer