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From Quality Monitoring to the Augmented Agent: How Groupama Gan Vie guides its advisors in real time
Sector
Bank / Insurance
Scope
National
Solution
A reference player in the market, Groupama Gan Vie handles hundreds of thousands of calls through its advisors. The company faced a major challenge: thousands of calls remained insufficiently not analyzed for lack of a suitable tool. The challenge iswas to automate the evaluation of a wide variety of situations (intentions, satisfaction, life moments, compliance, … regulatory) and also to provide live guidance to secure and optimize outbound call scripts, all without increasing employees' mental workload.
Selected as part of Volt'terre (Groupama's innovation program), AlloBrain deployed a structured two-step methodology: 1. AlloIntelligence (Quality Monitoring): Comprehensive analysis of an initial sample of 5,000+ recordings to generate summaries, detect intentions, and verify script compliance. 2. Live Assist (Augmented Agent): Activation of a real-time tool that analyzes the live audio stream to dynamically push the ideal script to the advisor based on the detected situation.
🏆 The GOLD Award in the Voice of Customers category for the Cas d’Or de l’Assurance 2026
● The blind spot of manual sampling: In the absence of high-performing technological solutions, Groupama Gan Vie could only monitor a marginal fraction of conversations. The key moments of the call and the actual quality of overall handling were difficult to standardize at scale.
● The multiplicity of business situations: An insurance advisor must instantly adapt to highly varied contexts (change in family situation, detection of weak signals, sales opportunities). Mentally searching for the right procedure during an outbound call disrupts the flow of the exchange.
● Traceability and post-call follow-up: Accurately summarizing, tracking commitments made, and detecting critical situations (incomplete files, recurring issues) required valuable administrative time at the expense of customer relationship time.
● Proof of value (Volt'terre Season 3): A decisive pilot phase conducted on real recordings from the specialized GGVie network to validate the relevance of the AI algorithms for insurance jargon.
●Custom AI modeling: Configuration of more than 10 high-value use case typologies (from customer knowledge to sales gains) precisely tailored to Groupama's requirements and regulatory scripts.
● Targeted and synchronous deployment: Moving from cold listening to live integration. The AI listens, transcribes, and interacts in the background to help the advisor focus 100% on the human interaction.
● Widely praised technological accuracy: Acceptance tests revealed an exceptional accuracy rate. 98% of intentions and 92% of AI summaries were validated as compliant and reliable by Groupama's business experts.
● No more partial sampling: The target is for 100% of transmitted streams will beare now automatically analyzed and scored. Managers have a comprehensive overview, and each advisor receives constructive individualized feedback (strengths, areas for improvement).
● A transformed daily experience for employees: Thanks to Allo Live Assist's dynamic guidance, advisors no longer have to search for the procedure during the call. Conversations naturally refocus on active listening. In addition, critical situations are identified without delay for priority handling.
● Full-scale production rollout: Finalizing the interconnection with the telephony infrastructure to extend the Quality Monitoring + Live Assist pairing to all of Groupama Gan Vie's calls.
● Extension across the entire Groupama ecosystem: Replicating the system to new entities, starting with the launch of a pilot on the Employee Savings business, ahead of a unified group-wide deployment.
« The AlloBrain solution is highly effective, and we quickly saw the benefits for our business. It allows us to gain consistency, efficiency, and service quality, while keeping the human at the center of the relationship. »
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