Vox.IA Qorus Innovation in Insurance Awards 2024

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