CGRM, a health and welfare management broker, was facing a significant increase in call volume. This situation led to longer waiting times and a decrease in customer satisfaction. Despite the involvement of 20 call center agents based in Dunkerque, the teams struggled to maintain an optimal answer rate during peak periods.
To address this challenge, CGRM chose to deploy an insurance call center chatbot with the support of tolk.ai. The objective was clear: to relieve congestion at the call center and offer an additional contact channel to policyholders.
Initial Feedback
The chatbot implementation was swift. The teams trained the bot with scenarios tailored to CGRM customer needs. The chatbot answers frequently asked questions and directs more complex requests to a human agent. Concurrently, six call center agents were trained in live chat to ensure seamless service continuity.
Assessment and Outlook
Today, the results have exceeded expectations. In one month, the chatbot generated over 13,000 conversations, compared to the initially projected 2,000. This rapid adoption has freed up time for call center agents, who can now focus on high-value cases.
Thanks to this organization, CGRM maintained an answer rate of 95%, even during peak activity. The remaining 5% are redirected to live chat, which limits customer frustration.
Finally, tolk.ai’s Analytics solution allows CGRM to monitor chatbot performance, identify the most frequently asked questions, and continuously improve customer journeys. This data-driven approach sustainably enhances customer service efficiency.