Groupe IMA

Groupe IMA Cuts Call Volumes and Speeds Response for 30 Million Drivers with Rasa Architecture

30M drivers supported
24/7 intelligent support

Industry
Insurance

location
Niort, France

employees
~ 5,000

COVERAGE
30 million drivers

Groupe IMA, a prominent French insurance/assistance provider serving nearly 30 million drivers, was looking to deploy an advanced Voice Virtual Agent that dramatically improved upon its customer interaction and contact center performance. The goal was to integrate the Voice Virtual Agent into its roadside assistance operations, a crucial service for its direct customers and white-label clients.

Key Takeaways

• Groupe IMA needed a voice agent solution for its 30 million drivers.
• The goal was to reduce non-complex call volumes, improve response times, and boost automated support.
• Full-scale deployment demonstrates confidence in Rasa’s solution.

It selected Rasa, the leading conversational AI platform, after considering several providers.

Rasa's CALM (Conversational AI with Language Models) addressed the unique challenges faced by large-scale enterprises in customer-facing industries. By leveraging advanced conversational AI technologies, Rasa empowers insurance and roadside assistance sectors to deliver seamless, intelligent interactions that improve operational efficiency and customer satisfaction.

Challenges

• Wanted to improve customer interactions.
• Needed the right solution.
• Had to account for 30 million customers.

The implementation marked a significant step in optimizing customer service with Rasa’s cutting-edge conversational AI platform. It is designed to reduce non-complex call volumes, improve response times, and deliver smarter, automated support.

• Deployed
  across nationwide roadside assistance operations

• Automated
  non-complex calls to free up human agents

• Enhanced
  customer response times for 30 million drivers

Implementing Rasa's AI-powered Voice Virtual Assistant is pivotal in enhancing our customer service capabilities. By intelligently deflecting non-complex calls and providing rapid, accurate responses, Group IMA can serve nearly 30 million French drivers with unprecedented efficiency and responsiveness.

"We're not experimenting with voice. We're deploying it. That's the difference. Rasa helped us architect the solution around our automation goals, and they've been a partner every step of the way."

Loïc Mayet

Information Systems Director at Groupe IMA

Results

• Reduce non-complex call volumes.
• Improve response times.
• Deliver smarter, automated support.

As Rasa continues to expand its presence in the French market, the company remains committed to refining its conversational AI solutions for enterprises across industries. These solutions ensure exceptional customer engagement backed by secure and scalable technologies.

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