Every year, this specialist in car insurance claims receives around 100,000 emails asking about claims for French vehicles that occurred in France or outside of the country. The emails may or may not have attached documents and are written mostly in French but also in other languages.
They are analysed manually to integrate them into the management tool or send a reply. Four people used to work full time on this manual sorting. The new solution frees up their time so that they can now do higher value activities.
As part of an overall effort and with major support from OWI
First month: evaluation and experimentation. The client accepted based on measured results.
Two months later the solution was fully integrated and launched.