As a specialist in social and asset protection in France, AG2R LA MONDIALE protects 15 million policyholders and supports 1 in 4 companies. It receives a considerable number of emails each year (300,000 for the health sector). To ensure a faster and smoother processing of these emails, it called upon the expertise of reciTAL, a specialist in automatic document processing, which, with its AI-based solution, Classify, enables it to save 15% of time for the managers of its customer relations centers (CRC).

The AG2R LA MONDIALE group was created more than 115 years ago and has more than 11,000 employees in France and overseas. It assists more than 15 million individuals and 500,000 companies in their daily lives: health, providence, savings, retirement. As a mutual insurance company governed by equal partners, the Group cultivates a unique social protection model that closely combines profitability and solidarity, performance and social commitment. Each year, it devotes several million euros to helping people in need and supporting individual and collective initiatives.

In 2019, AG2R LA MONDIALE, in order to respond more quickly to customer requests, launched an experiment to optimize the automatic detection of claims in incoming flows (scanned mail, emails). Opening, sorting and forwarding e-mails to the right departments takes up the time of dozens of managers and advisors in customer relations centers. The objective is to be able to classify incoming flows automatically with a success rate equivalent to human processing.

A test phase before deployment in several CRCs

After a market analysis, the AG2R LA MONDIALE group chose, among various service providers, the company reciTAL, editor of automatic document processing software, the first RAD/LAD player (AI module for automatic document reading and recognition for efficient filing) to be labeled Deep Tech.
Cyril Durupt, AG2R LA MONDIALE’s Smart Automation Project Director, states:

“With the support of the open innovation team, we conducted a market analysis, then a test phase with a selection of service providers. reciTAL naturally stood out due to the efficiency and accuracy of its solution. This success is based on the close collaboration between our customer relations, information systems and purchasing teams and those of reciTAL, from the experimentation to the deployment of the solution. Original in its co-constructed design, this solution frees up the time of the Group’s employees so that they can fully devote themselves to supporting our policyholders.

During the test phase, AG2R LA MONDIALE’s business teams and reciTAL’s data scientists worked together on training the Classify solution, reciTAL’s classifier, from a sample of emails representative of the activity and of seasonal effects. This step also allowed us to appropriate the manual treatment processes in place and to make the teams more skilled in the operation of the reciTAL solution.

The customer relations centers dedicated to companies were the first to benefit from the contribution of this solution in 2021, which currently processes 100,000 email flows per year and divides them into 13 categories with over 90% accuracy. Depending on the category identified, emails are automatically forwarded to the management centers or processed by the CRC for level 1 responses.
The results exceeded expectations: a 15% time saving for CRC managers in processing customer request emails.
The project has since been extended to the Health CRC, which processes 300,000 emails per year, with implementation scheduled for late 2021.

Translated from AG2R LA MONDIALE réduit le temps de réponse à ses clients grâce à Classify, solution de reciTAL