About
Vox.IA : a solution to analyze customer verbatim using an Artificial Intelligence engine
Innovation presentation
Covéa is a European leader in insurance and reinsurance : leader in property and liability in France and the 10th largest reinsurer in the world.
Through its MAAF, MMA and GMF brands, Covéa insures 11.5 million customers : 10.8 million vehicles and 8 million homes insured, 3 million health beneficiaries.
Because customer satisfaction is one of our strategic goal, Covéa listens to its customers through a day-to-day barometer which collects ratings and feedbacks (rating and verbatim comments for all of the Group's brands and businesses)
Every year, it is more than 1.2 million customers who are sharing their feedbacks with Covéa. Amongst them, 500 000 take time to let us verbatim
Covéa has developed an IA solution named Vox.IA to analyze customer verbatim
Vox.IA :
Customer Voice Analysis ("Vox") : To identify and analyze customer pain-points and sources of enchantment
Use of Artificial Intelligence ("AI") : Develop an in-house analysis tool in order to master the AI technology / usage
Use to :
- Optimize customer journeys
- Resolve dysfunctions
- Improve quality
Design & Development :
We have capitalized on all existing internal skills to put AI at the service of the group’s business units :
- Building an AI Engine for Classifying Verbatim
- Deployment of a feedback portal by brands and business lines
How Vox.IA works in 4 steps :
1 : Customer verbatim reports are submitted to the Vox.IA tool
2 : The AI engine detects all relevant topics mentioned by customers and assigns a tone (positive or negative) to them
3 : The analyzes are cross-referenced with restitution axes (e.g. date, reason for contact, region, etc.)
4 : Every « Voice of the Customer » manager can consult the data via a feedback portal or directly via the database
Uniqueness of the project
1 / The Vox.IA solution stands out in several aspects :
- A verbatim classification plan built by and for Covéa : 37 subjects from all insurance areas (Property & Casualty, Assistance, Life, Health, etc.) are detected by the tool
- AI detection performance is at the level of the best market solutions tested on insurance topics : 90% accuracy of the analyzes carried out (on 6,500 verbatim statements checked by experts)
- Responsiveness of the tool to analyze customer voice in case of events or natural deseases (bad weather, lockdowns, etc.) : Weekly distribution of results to all entities, that can be lowered to a daily basis
2 / An adaptable Covéa innovation :
A single and global solution that is already used by all Covéa brands and markets
Beyond the day-to-day barometer, a solution that can be extended to other cases such as the analysis of customer complaint for instance which can be summarized in 3 points below :
- A methodical and stable analytical process, allowing for fast and reliable results : Automated analysis
- An objective linguistic expertise, making it possible to avoid biases linked to subjectivity : AI trained thanks to the expertise of business referents
- A large-scale analysis : no volume limitations ! : A consolidated view is possible over several years
