MNT reduces call handling time with NLP

Overview & Context:

MNT (Mutuelle Nationale Territoriale) stands as the premier mutual insurance company specializing in health and welfare solutions for local public services in France. A member of the VYV Group, a key player in the French health and social protection landscape, MNT protects over one million policyholders. Each year, they grapple with the daunting task of fielding more than 100,000 telephone calls, revealing an urgent need for enhanced customer service capabilities and an analytical understanding of the call dynamics.

Challenge:

MNT's challenges were twofold:

1. Understanding Call Dynamics: With an annual call volume exceeding 100,000, MNT needed in-depth insights into call topics, the quality of support by advisors, and the nature of calls to improve their customer service quality.
2. Advisor Performance: MNT was focused on reducing the time advisors spent on calls without compromising service quality. Additionally, the company sought ways to make their managerial team more efficient.

Solution:

MNT chose AlloBrain's AlloIntelligence, a solution designed for semantic analysis and discussion mining. With a custom dashboard, MNT could:

1. Track Customer Satisfaction: The platform allowed MNT to track customer satisfaction by topic and identify emerging issues.
2. Improve Advisor Efficiency: AlloIntelligence facilitated more targeted coaching by providing actionable insights into advisor performance across different call topics.
3. Predictive Analysis: The data gleaned helped in anticipating call volumes and preparing the advisors accordingly.

Results:

The AlloIntelligence solution offered transformative outcomes:

• Call Volume Reduction: MNT successfully reduced the number of incoming calls by 5%, thanks to anticipatory issue resolution based on the data analysis.
• Faster Advisor Responses: Advisors were able to respond 21% faster to customer calls, underpinned by more effective coaching and issue identification.
• Managerial Efficiency: The time spent on double listening by managerial staff was cut by 50%, given that AlloIntelligence’s AI analyzed 100% of the calls.

The Bottom Line:

The integration of AlloIntelligence didn't just serve as a tool for MNT; it became a catalyst for organizational change. MNT’s teams could now focus more on continuous service improvement, efficient advisor training, and thereby, elevating the customer experience. The deployment of AlloBrain's technology infused innovation into MNT's customer service strategy, transitioning it from traditional, manual methods to a data-driven, analytical approach.

The resulting gains in efficiency and customer satisfaction affirm AlloIntelligence not just as a tool but as a holistic solution, reshaping MNT's customer service for the better. With these results in hand, MNT is prepared for a future where quality and efficiency coexist.

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