Customer case
Complete a POV in 5 weeks
About this client.
The company supported is a major player in social protection in France, historically dedicated to the public sector. It offers health, provident, dependency, and retirement solutions, and also manages healthcare facilities and medico-social services.
How did you approach the project?
To meet the mission deadlines, we set up a tripartite task force: the IT teams of the supported company, the software provider, and Talisker.
Before starting, the project team agreed on the success criteria for the POC (Proof of Concept). The mission objective? To set up a “sandbox” connected to the IT system via functional APIs, enabling the handling of a simple customer journey. This journey was designed without the business teams, based on the knowledge of the IT team.
To adhere to the ambitious schedule, the mission began with a half-day workshop to clarify the entire scope with the tripartite team.
The first step was to identify the most interesting and relevant use cases on which to deploy Amelia, as well as the various stakeholders needed within the company. For the demonstrator, we chose to handle a request for information about a reimbursement for a (fictional) member, including the modification of their bank details. We then analyzed the customer experience we wanted the member to have throughout this use case, which allowed us to write the specifications necessary for the demonstrator’s implementation.
Afterwards, the entire process was paced to successfully implement the demonstrator, thereby proving our ability to quickly integrate the solution with the IT system while highlighting the potential for improving the customer experience.
What was your starting point?
In a particularly challenging context of business transformation, the company wanted to explore the value that a conversational AI could bring to its management centers. The value of conversational AI lies in process optimization, improving user experience, and automating low-value tasks. The benefit of adopting this technological tool is to maximize its capabilities, especially by interfacing with the IT system. Conversational AI thus becomes a strategic lever to gain responsiveness, operational efficiency, and service quality.
The mission’s challenge was to highlight the technological and cultural steps the company needed to take in order to leverage this solution. Talisker’s support focused on building a demonstrator showcasing the experience of a member through a simple use case. The objective? To demonstrate to the marketing and operations directors that implementing a personalized demonstrator connected to the IT system (via API integration…) was possible, despite a very tight deadline (5 weeks).
In your opinion, why were you successful?
If the POC criteria were met, it was primarily thanks to the strong sponsorship from the CIO and the commitment of the teams: the project was prioritized, allowing the teams to dedicate the necessary time and work in a united and efficient manner.
We were thus able to formalize a use case reflecting the reality of an interaction between a manager and a member, and demonstrate the solution’s integration capability with the client’s IT system.
The demonstrator impressed and convinced the Marketing Director and the Operations Director of the value of implementing conversational AI within the mutual insurance activities. The desired “wow” effect was definitely achieved.
Setup
Client team + Amelia team + 1 Talisker manager