Eau d’Azur Case Study: 90% of customer requests processed!
Ludivine Delfolie, an apprentice in the customer service department at Eau d’Azur, shares her testimonial on the use and impact of tolk.ai on their customer requests.
Faced with an increase in customer inquiries, Eau d’Azur chose intelligent automation.
Objective: to relieve teams, improve the user experience, and increase operational efficiency.
Ludivine Delfolie, an apprentice in the customer service department at Eau d’Azur, shares her feedback. She discusses the integration of tolk.ai and its concrete impact on customer service.
Eau d’Azur, a key player in water management
Eau d’Azur is the company in charge of drinking water and sanitation for the Nice metropolitan area. Since 2014, the utility has managed water collection, transport, and distribution. It also handles wastewater treatment across the entire territory.
In total, 51 municipalities and approximately 165,000 customers are supported daily.
A broad scope, with significant challenges in customer relations and service continuity.
A customer relations center under heavy pressure
Eau d’Azur’s customer service relies on a customer relations center of about 30 employees. Every day, the teams handle nearly 600 calls, in addition to email requests.
Certain questions come up very frequently.
They are often simple, but they take time and put a heavy load on the teams.
For example:
“Why do I no longer have water at home?”
A clear objective: to relieve the call center
Faced with this volume, Eau d’Azur is looking for a concrete and sustainable solution.
The objective is twofold: to reduce congestion in the call center and to offer a new service to users.
It is in this context that the utility decided to collaborate with tolk.ai. The idea: to allow customers to get answers quickly, without having to make a call.
Rapid chatbot implementation
Between the project launch and the chatbot’s production rollout, only two months passed. A short timeframe that allowed for rapid adoption by both teams and users. The chatbot is capable of answering simple and recurring questions.
It thus becomes an initial point of contact accessible at any time.
+90% correct answers thanks to tolk.ai
Today, the results are very clear. Thanks to the tolk.ai analytics platform, Eau d’Azur observes that more than 9 out of 10 questions receive a correct answer. This performance rate significantly reduces the number of incoming calls. Customers find their answers without needing to contact customer service.
Result:
less pressure on teams agents available for complex requests a smoother customer experience
A key tool during the drought crisis
The summer of 2022 was marked by a major drought crisis. Water restrictions generated a massive influx of questions from users. The chatbot played a central role. It allowed for the rapid dissemination of all information related to restrictions directly on the website.
Once again, customer service was greatly relieved. Customers accessed information independently, without saturating the phone lines.
Precise management thanks to Analytics
The tolk.ai Analytics platform offers a very detailed view of performance.
Teams can identify the top three most asked questions at a glance. They also track the evolution of conversations over time. This continuous monitoring allows for the chatbot to be improved month after month. It is a true management tool for customer relations.
A very positive outcome for Eau d’Azur
Today, Eau d’Azur says it is very satisfied with the tolk.ai platform and its support.
The chatbot has become a pillar of customer service. Indeed, with more than 90% of requests processed automatically, the utility has reached a milestone!
It combines operational efficiency, customer satisfaction, and public innovation.