Find out why Mutuelle Nationale des Hospitaliers (MNH) chose Callbot's Zaion solution to automate a portion of its customer service requests, relieving advisors of repetitive, low-value-added tasks.
With a high volume of calls per year, and significant peaks that are difficult to manage, MNH's customer service department was looking for a solution to deal with seasonal peaks (particularly at the beginning of the year, when third-party payment cards and payment schedules are reissued), and with the availability of a service that could only be reached during daytime opening hours.
The deployment of a Callbot then became one of the levers to respond to these issues by proposing a hybrid Bot-Human model with several advantages:
- Automation of simple requests such as reissuing third-party payment cards and payment schedules;
- Reduced cyclical variations due to call peaks, with better control of advisor workloads and asynchronous processing of requests;
- No waiting time for members, thanks to immediate handling of all calls, regardless of volume;
- Eliminate repetition and increase customer satisfaction.
MNH therefore chose Callbot's Zaion solution to modernize and digitalize its customer relations, improve customer satisfaction and automate simple requests.
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