{"id":10255,"date":"2021-06-16T14:19:32","date_gmt":"2021-06-16T13:19:32","guid":{"rendered":"https:\/\/www.artefact.com\/?post_type=cases&#038;p=10255"},"modified":"2024-09-20T17:39:20","modified_gmt":"2024-09-20T16:39:20","slug":"maif-using-topic-modelling-to-reduce-contact-centre-bottlenecks","status":"publish","type":"cases","link":"https:\/\/www.artefact.com\/es\/cases\/maif-using-topic-modelling-to-reduce-contact-centre-bottlenecks\/","title":{"rendered":"<span class=\"highlight\">MAIF<\/span> Utilizaci\u00f3n del modelado tem\u00e1tico para reducir los cuellos de botella de los centros de contacto."},"content":{"rendered":"<p><article class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-video fusion-youtube\" style=\"--awb-max-width:750px;--awb-max-height:422px;\"><div class=\"video-shortcode\"><div class=\"fluid-width-video-wrapper\" style=\"padding-top:56.27%;\" ><iframe title=\"Reproductor de video de YouTube 1\" src=\"https:\/\/www.youtube.com\/embed\/ysjzhwSKL5E?wmode=transparent&autoplay=0\" width=\"750\" height=\"422\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture;\"><\/iframe><\/div><\/div><\/div><div class=\"fusion-text fusion-text-1 description\"><p>Testimonio del cliente:\n\u201cArtefact desarroll\u00f3 algoritmos de Procesamiento del Lenguaje Natural (PLN) para comprender los temas de las llamadas de los clientes.\nNos ayud\u00f3 a identificar nuevas funcionalidades de autoasistencia para desarrollar en el sitio web de MAIF.\nGracias a ello, obtuvimos una buena visi\u00f3n de lo que realmente necesitan nuestros clientes a trav\u00e9s del an\u00e1lisis de sus llamadas\u201d, afirma Michel Tourni\u00e9, Jefe de Proyectos Digitales y Data, MAIF<\/p>\n<\/div><\/div><\/div><\/div><\/article><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-background-color:#ffffff;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column leparagraphe\" style=\"--awb-bg-color:#ffffff;--awb-bg-color-hover:#ffffff;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom-small:8px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:50;line-height:1.2;\">El desaf\u00edo<\/h2><\/div><div class=\"fusion-text fusion-text-2\" style=\"--awb-text-transform:none;\"><p>MAIF es una de las mayores compa\u00f1\u00edas francesas de seguros de hogar y autom\u00f3vil, con m\u00e1s de <strong>3 millones de miembros<\/strong>.<\/p>\n<p>Uno de los retos a los que se enfrentaba su equipo de atenci\u00f3n al cliente era gestionar el volumen de llamadas que llegaban a su centro de atenci\u00f3n telef\u00f3nica: de media, unas <strong>8 millones al a\u00f1o<\/strong>.<\/p>\n<p>Sin ninguna forma de examinar las llamadas antes de que llegaran a un operador, el equipo perd\u00eda un tiempo precioso respondiendo a preguntas para las que los clientes encontraban f\u00e1cilmente las respuestas en el MAIF. <a href=\"https:\/\/www.maif.fr\/\" target=\"_blank\" rel=\"noopener\">p\u00e1gina web<\/a>.<\/p>\n<p>A<strong> mejorar la eficacia<\/strong>, necesit\u00e1bamos filtrar las llamadas innecesarias y <strong>liberar m\u00e1s tiempo<\/strong> para que los equipos de atenci\u00f3n al cliente del MAIF tramiten las solicitudes m\u00e1s complicadas.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom-small:8px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:50;line-height:1.2;\">Nuestra soluci\u00f3n<\/h2><\/div><div class=\"fusion-text fusion-text-3\" style=\"--awb-text-color:#000000;\"><p>Para comprender por qu\u00e9 los clientes llamaban al centro de llamadas de MAIF, desarrollamos <strong>Procesamiento del lenguaje natural<\/strong> (PNL) para analizar las transcripciones de m\u00e1s de 4 millones de llamadas.<\/p>\n<p>A continuaci\u00f3n, utilizamos la modelizaci\u00f3n tem\u00e1tica <strong>clasificar cada llamada<\/strong> en uno de los 35 tipos de solicitud diferentes.<\/p>\n<p>Nos pusimos en contacto con los equipos comerciales de MAIF para identificar qu\u00e9 preguntas pod\u00edan resolverse en l\u00ednea y cu\u00e1les necesitaban una respuesta humana o presentaban una oportunidad de venta.<\/p>\n<p>Cuando las llamadas no representaban una oportunidad, aconsejamos c\u00f3mo responder a estas preguntas en l\u00ednea.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom-small:8px;\"><h2 class=\"fusion-title-heading title-heading-left fusion-responsive-typography-calculated\" style=\"margin:0;--fontSize:50;line-height:1.2;\">Nuestros resultados<\/h2><\/div><div class=\"fusion-text fusion-text-4\" style=\"--awb-text-color:#000000;\"><p>Nuestro an\u00e1lisis mostr\u00f3 que <strong>32%<\/strong> de las llamadas entrantes eran \u2018solicitudes de escaso valor a\u00f1adido\u2019, es decir, preguntas que pod\u00edan responderse f\u00e1cilmente en l\u00ednea.<\/p>\n<p>Como resultado, construimos una hoja de ruta aconsejando a MAIF c\u00f3mo resolver estas preguntas en l\u00ednea y dirigir a la gente a este contenido para evitar llamadas.<\/p>\n<p>La digitalizaci\u00f3n de estas consultas ha permitido al equipo de atenci\u00f3n al cliente de MAIF <strong>priorizar los casos<\/strong> que requieren un toque humano, mejorando la eficacia y su servicio las 24 horas del d\u00eda.<\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling cta-block\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column cta-content\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:100%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-5\"><p><a title=\"\" href=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2020\/10\/e-book-ai-maif-en-web.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Descargar el folleto del caso de uso del MAIF<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--link_hover_color: #ff0066;--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:0px;--awb-padding-right:0px;--awb-padding-bottom:0px;--awb-padding-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1440px + 20px );margin-left: calc(-20px \/ 2 );margin-right: calc(-20px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_2 1_2 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-image-element\" style=\"text-align:center;--awb-margin-top:0px;--awb-margin-right:0px;--awb-margin-bottom:0px;--awb-margin-left:0px;--awb-caption-title-font-family:var(--h2_typography-font-family);--awb-caption-title-font-weight:var(--h2_typography-font-weight);--awb-caption-title-font-style:var(--h2_typography-font-style);--awb-caption-title-size:var(--h2_typography-font-size);--awb-caption-title-transform:var(--h2_typography-text-transform);--awb-caption-title-line-height:var(--h2_typography-line-height);--awb-caption-title-letter-spacing:var(--h2_typography-letter-spacing);\"><span class=\"fusion-imageframe imageframe-none imageframe-1 hover-type-none\"><img decoding=\"async\" width=\"1440\" height=\"720\" alt=\"Learn how Artefact&#039;s Augmented Contact Centre solution uses AI to improve customer satisfaction and reduce operational costs.\" title=\"Trabajadores de centros de llamadas\" src=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new.jpg\" data-orig-src=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new.jpg\" class=\"lazyload img-responsive wp-image-5032\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%271440%27%20height%3D%27720%27%20viewBox%3D%270%200%201440%20720%27%3E%3Crect%20width%3D%271440%27%20height%3D%27720%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new-200x100.jpg 200w, https:\/\/www.artefact.com\/\/wp-content\/uploads\/2019\/11\/Maifcallcenter-new.jpg 1440w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 640px) 100vw, 1440px\" \/><\/span><\/div><\/div><\/div><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-4 fusion_builder_column_1_2 1_2 fusion-flex-column fusion-flex-align-self-center\" style=\"--awb-bg-size:cover;--awb-width-large:50%;--awb-margin-top-large:0px;--awb-spacing-right-large:10px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:10px;--awb-width-medium:50%;--awb-order-medium:0;--awb-spacing-right-medium:10px;--awb-spacing-left-medium:10px;--awb-width-small:100%;--awb-order-small:0;--awb-spacing-right-small:10px;--awb-spacing-left-small:10px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-center fusion-content-layout-column\"><div class=\"fusion-text fusion-text-6\"><p>Los centros de llamadas representan un peso importante para las empresas - pero s\u00f3lo <strong>8% de clientes<\/strong> creen que reciben un servicio de calidad superior llamando por tel\u00e9fono.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/p>","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":5032,"parent":0,"template":"","meta":{"_acf_changed":false,"ep_exclude_from_search":false},"categories":[21927],"class_list":["post-10255","cases","type-cases","status-publish","has-post-thumbnail","hentry","category-banking"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/cases\/10255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/cases"}],"about":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/types\/cases"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/media\/5032"}],"wp:attachment":[{"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/media?parent=10255"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.artefact.com\/es\/wp-json\/wp\/v2\/categories?post=10255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}