{"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\/nl\/cases\/maif-using-topic-modelling-to-reduce-contact-centre-bottlenecks\/","title":{"rendered":"<span class=\"highlight\">MAIF<\/span> Topic Modelling gebruiken om knelpunten in contactcentra te verminderen."},"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=\"YouTube videospeler 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>Klantgetuigenis:\n\u201cArtefact ontwikkelde Natural Language Processing (NLP) algoritmen om gespreksonderwerpen van klanten te begrijpen.\nHet hielp ons bij het identificeren van nieuwe zelfzorgfunctionaliteiten om te ontwikkelen op de MAIF website.\nHierdoor kregen we goede inzichten in wat onze klanten echt nodig hebben door de analyse van hun telefoontjes.\u201d zegt Michel Tourni\u00e9, Digital and Data Projects Lead, 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;\">De uitdaging<\/h2><\/div><div class=\"fusion-text fusion-text-2\" style=\"--awb-text-transform:none;\"><p>MAIF is een van de grootste verzekeringsmaatschappijen voor huizen en auto's in Frankrijk, met meer dan <strong>3 miljoen leden<\/strong>.<\/p>\n<p>Een van de uitdagingen voor het klantenserviceteam was het beheren van de hoeveelheid telefoontjes die binnenkwamen bij het callcenter - gemiddeld zo'n <strong>8 miljoen per jaar<\/strong>.<\/p>\n<p>Omdat er geen manier was om oproepen te controleren voordat ze bij een operator terechtkwamen, verspilde het team kostbare tijd met het beantwoorden van vragen waarop klanten gemakkelijk een antwoord konden vinden op de MAIF. <a href=\"https:\/\/www.maif.fr\/\" target=\"_blank\" rel=\"noopener\">website<\/a>.<\/p>\n<p>Naar<strong> effici\u00ebntie verbeteren<\/strong>, moesten we onnodige oproepen uitfilteren en <strong>meer tijd vrijmaken<\/strong> voor de klantenserviceteams van MAIF om ingewikkeldere verzoeken te verwerken.<\/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;\">Onze oplossing<\/h2><\/div><div class=\"fusion-text fusion-text-3\" style=\"--awb-text-color:#000000;\"><p>Om te begrijpen waarom klanten het callcenter van MAIF belden, ontwikkelden we <strong>Natuurlijke taalverwerking<\/strong> (NLP) algoritmen om transcripten van meer dan 4 miljoen gesprekken te analyseren.<\/p>\n<p>Vervolgens gebruikten we onderwerpmodellering <strong>om elke oproep te categoriseren<\/strong> in \u00e9\u00e9n van de 35 verschillende verzoektypes.<\/p>\n<p>We werkten samen met de bedrijfsteams van MAIF om te bepalen welke vragen online konden worden opgelost en welke een menselijk antwoord nodig hadden of een verkoopkans boden.<\/p>\n<p>Waar gesprekken geen gelegenheid boden, gaven we advies over hoe deze vragen online beantwoord konden worden.<\/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;\">Onze resultaten<\/h2><\/div><div class=\"fusion-text fusion-text-4\" style=\"--awb-text-color:#000000;\"><p>Onze analyse toonde aan dat <strong>32%<\/strong> van de inkomende oproepen waren \u2018verzoeken met een lage toegevoegde waarde\u2019 - vragen die gemakkelijk online beantwoord konden worden.<\/p>\n<p>Daarom hebben we een stappenplan opgesteld waarin we MAIF adviseren hoe deze vragen online opgelost kunnen worden en hoe mensen naar deze inhoud geleid kunnen worden om te voorkomen dat ze gebeld worden.<\/p>\n<p>Door deze vragen te digitaliseren heeft het klantenserviceteam van MAIF <strong>zaken prioriteren<\/strong> die een menselijke aanpak vereisen, waardoor de effici\u00ebntie en de 24-uurs service worden verbeterd.<\/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\">Download de brochure van de MAIF use case<\/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=\"Callcenter-medewerkers\" 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>Callcenters wegen zwaar op bedrijven - maar alleen <strong>8% van klanten<\/strong> geloven dat ze een service van superieure kwaliteit krijgen door te bellen.<\/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\/nl\/wp-json\/wp\/v2\/cases\/10255","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/cases"}],"about":[{"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/types\/cases"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/media\/5032"}],"wp:attachment":[{"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/media?parent=10255"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.artefact.com\/nl\/wp-json\/wp\/v2\/categories?post=10255"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}