Europ Assistance selects SINEQUA CS to better satisfy their customers
Europ Assistance has chosen SINEQUA CS, the search and navigation engine of Sinequa, the "Enterprise Search" leader in France, to equip its concierge service offering high-end, tailored services to meet the demands of VIP customers, as part of the services offered by major banks.
One of the main commitments of Europ Assistance is to respond to all requests received from customers, regardless of the location of the person in the world: travel organization, booking airline tickets, hotel rooms, restaurants or cultural events and sports, but also child care, flower delivery, courier service, searching for rare objects, etc.
If the majority of calls are recurring requests managed by regular providers (taxis, special event reservations, sending flowers), the rest of the calls are exclusive and more specific requests (French baby-sitter in Las Vegas, caretakers of bonsai, French restaurant in Ouagadougou). The latter gives rise to an intensive customized and time-consuming search that can lead to dissatisfaction on the part of demanding customers. It is therefore essential to be able to quickly capitalize on research already carried out, to provide a rapid and high quality response.
To this end, Europ Assistance has created a knowledge base on the reports of calls in French and English. The database consists of 100 000 cases per year, handled by a team responsible for support in France 24 hours per day, 7 days a week. The reports of calls are entered in natural language into the customer base, sometimes with the use of acronyms and abbreviations. In addition, Europ Assistance faces strong growth resulting from the success of high-end cards.
SINEQUA CS provides a dynamic and contextual classification of the client knowledge base, in particular by using its semantic technology to automatically detect providers, themes and associated dates. With more than 35 turnkey connectors, the search engine is capable of quickly and securely navigating through all available data sources.
"The linguistic and semantic technology of Sinequa allows us to make the best of our knowledge base by immediately identifying the most relevant response, by going directly to our databases. With the implementation of SINEQUA CS, we are targeting a significant improvement of the response time of our support, an ability to handle more calls and, most importantly, increased customer satisfaction. Given that all the operators fuel a database that can be used at all, the quality of data entries will be even better. We are therefore particularly pleased to have chosen Sinequa," said Thierry Rambert, Deputy CIO of Europ Assistance France.
"The ambition of Sinequa is to help its customers improve their productivity and competitiveness; Europ Assistance is a new example," said Jean Ferré, President of Sinequa. "Our semantic technology is unique on the market, we are once again the most relevant for solving complex operational problems. We have a unique asset: 20 years of research in linguistics, semantics and infrastructure (connectors, configurable features, scalability) that allows the deployment and management of the most economical solution on the market. "
About Europ Assistance France
Europ Assistance France is the first company founded in 1963 by the Europ Assistance Group, inventor of assistance in the world. Europ Assistance France intervenes everywhere in the world to bring its 30 million customers and companies in the French market, appropriate solutions to exceptional situations or those of everyday life, 24h/24 and 365 days a year in the areas of travel, automotive, Health and Human Services. In 2007, Europ Assistance France achieved a turnover of 198.8 million euros.
Located directly in 33 countries through its companies (South Africa, Algeria, Argentina, Austria, Belgium, Brazil, Canada, Chile, China, Denmark, Spain, USA, Finland, France, Greece, Hungary, Ireland, Italy, Libya, Luxembourg, Norway, Netherlands, Poland, French Polynesia, Portugal, Czech Republic, United Kingdom, Russia, Singapore, Sweden, Switzerland, Tunisia), the Europ Assistance Group now covers 208 countries and produces more 12 million interventions a year throughout the world through its 5 500 employees, its correspondents, its network of 410 000 listed partners and its 36 call centers. In 2007, the Europ Assistance Group has made a world turnover of 1 050 million euros.
For more information:
www.europ-assistance.fr
