{"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\/fr\/cases\/maif-using-topic-modelling-to-reduce-contact-centre-bottlenecks\/","title":{"rendered":"<span class=\"highlight\">MAIF<\/span> Utilisation de la mod\u00e9lisation th\u00e9matique pour r\u00e9duire les goulets d'\u00e9tranglement dans les centres de contact."},"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=\"Lecteur vid\u00e9o 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>T\u00e9moignage d'un client :\n\u201cArtefact a d\u00e9velopp\u00e9 des algorithmes de traitement du langage naturel (NLP) pour comprendre les sujets des appels des clients.\nCela nous a permis d'identifier de nouvelles fonctionnalit\u00e9s de selfcare \u00e0 d\u00e9velopper sur le site de la MAIF.\nGr\u00e2ce \u00e0 cela, nous avons obtenu de bonnes informations sur les besoins r\u00e9els de nos clients \u00e0 travers l'analyse de leurs appels\u201d, d\u00e9clare Michel Tourni\u00e9, responsable des projets num\u00e9riques et de Data \u00e0 la 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;\">Le d\u00e9fi<\/h2><\/div><div class=\"fusion-text fusion-text-2\" style=\"--awb-text-transform:none;\"><p>La MAIF est l'une des plus importantes compagnies d'assurance habitation et automobile en France, avec plus de <strong>3 millions de membres<\/strong>.<\/p>\n<p>L'un des d\u00e9fis auxquels est confront\u00e9e l'\u00e9quipe du service client\u00e8le est la gestion du volume d'appels re\u00e7us par le centre d'appels - en moyenne, quelque <strong>8 millions par an<\/strong>.<\/p>\n<p>N'ayant aucun moyen de v\u00e9rifier les appels avant qu'ils ne parviennent \u00e0 un op\u00e9rateur, l'\u00e9quipe perdait un temps pr\u00e9cieux \u00e0 r\u00e9pondre \u00e0 des questions auxquelles les clients pouvaient facilement trouver la r\u00e9ponse sur le site de la MAIF. <a href=\"https:\/\/www.maif.fr\/\" target=\"_blank\" rel=\"noopener\">site web<\/a>.<\/p>\n<p>Pour<strong> am\u00e9liorer l'efficacit\u00e9<\/strong>, nous devions filtrer les appels inutiles et les <strong>lib\u00e9rer plus de temps<\/strong> pour les \u00e9quipes du service client\u00e8le de la MAIF de traiter des demandes plus complexes.<\/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;\">Notre solution<\/h2><\/div><div class=\"fusion-text fusion-text-3\" style=\"--awb-text-color:#000000;\"><p>Pour comprendre pourquoi les clients appelaient le centre d'appel de la MAIF, nous avons d\u00e9velopp\u00e9 <strong>Traitement du langage naturel<\/strong> (NLP) pour analyser les transcriptions de plus de 4 millions d'appels.<\/p>\n<p>Nous avons ensuite utilis\u00e9 la mod\u00e9lisation th\u00e9matique <strong>pour classer chaque appel<\/strong> dans l'un des 35 types de demandes diff\u00e9rents.<\/p>\n<p>Nous avons travaill\u00e9 en liaison avec les \u00e9quipes commerciales de la MAIF afin d'identifier les questions qui pouvaient \u00eatre r\u00e9solues en ligne et celles qui n\u00e9cessitaient une r\u00e9ponse humaine ou pr\u00e9sentaient une opportunit\u00e9 de vente.<\/p>\n<p>Lorsque les appels ne repr\u00e9sentaient pas une opportunit\u00e9, nous avons indiqu\u00e9 comment r\u00e9pondre \u00e0 ces questions en ligne.<\/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;\">Nos r\u00e9sultats<\/h2><\/div><div class=\"fusion-text fusion-text-4\" style=\"--awb-text-color:#000000;\"><p>Notre analyse a montr\u00e9 que <strong>32%<\/strong> des appels entrants \u00e9taient des \u2018demandes \u00e0 faible valeur ajout\u00e9e\u2019, c'est-\u00e0-dire des questions auxquelles il \u00e9tait facile de r\u00e9pondre en ligne.<\/p>\n<p>En cons\u00e9quence, nous avons \u00e9labor\u00e9 une feuille de route conseillant la MAIF sur la mani\u00e8re de r\u00e9pondre \u00e0 ces questions en ligne et d'orienter les personnes vers ce contenu pour \u00e9viter les appels.<\/p>\n<p>La num\u00e9risation de ces demandes a permis \u00e0 l'\u00e9quipe du service client\u00e8le de la MAIF de <strong>classer les dossiers par ordre de priorit\u00e9<\/strong> qui requi\u00e8rent un contact humain, en am\u00e9liorant l'efficacit\u00e9 et le service 24 heures sur 24.<\/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\">T\u00e9l\u00e9chargez la brochure du cas d'utilisation de la 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=\"Travailleurs des centres d&#039;appel\" 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>Les centres d'appel repr\u00e9sentent un poids important pour les entreprises - mais seulement <strong>8% de clients<\/strong> pensent qu'ils b\u00e9n\u00e9ficient d'un service de qualit\u00e9 sup\u00e9rieure en appelant.<\/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\/fr\/wp-json\/wp\/v2\/cases\/10255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/cases"}],"about":[{"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/types\/cases"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/media\/5032"}],"wp:attachment":[{"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/media?parent=10255"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.artefact.com\/fr\/wp-json\/wp\/v2\/categories?post=10255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}