Case Study: Génération improves customer service and automates calls with Zaion

How does the AI-powered virtual assistant ‘Gwen’ work

Génération, a healthcare insurance broker and part of the Adelaïde Group, faced challenges managing high call volumes with significant seasonal peaks, reliance on expensive outsourcing, and limited digitalization. Seeking to improve service availability and control operational costs, they turned to vendor Zaion to implement an AI-powered virtual assistant solution utilizing the WelcomeBot and ProcessingBot.

Zaion's solution, the virtual assistant "Gwen," automated numerous processes end-to-end, including reissuing insurance cards and managing reimbursements, while intelligently routing complex calls to human advisors. This hybrid model resulted in Gwen handling over 150,000 calls per month, achieving a 22% end-to-end automation rate, reducing average call duration by 30 seconds, and earning an 8.2/10 customer satisfaction score for Génération.

Generation

David Wallet-Marchand

Director of Omnichannel Customer Relations