Tony, can you introduce us to EVA?
EVA is the intelligent conversational platform developed by FLOA to support our prospects and customers at every stage of their journey. Accessible from our website, by phone and in the FLOA app, it offers them a consistent experience, regardless of the channel used.
Thanks to FLOA's generative artificial intelligence and business expertise, EVA provides quick and contextualised answers. It can also facilitate navigation by directing users to the digital service corresponding to their request or even process requests.
At any time, customers can ask to be put in touch with an advisor. For complex transactions, human intervention remains systematic. EVA is based on an essential principle: AI does not replace human expertise, it complements it.
How does EVA improve FLOA's customer experience and operational efficiency?
EVA provides a single point of entry that can be accessed 24/7 across our various channels. This allows customers and prospects to get an immediate answer to many questions and easier access to the information or services they are looking for.
For our teams, EVA a significant part of recurring requests. Advisors can thus devote more time to complex situations, which require expertise or human support. To date, 78% of customer contacts handled by EVA are managed automatically by the platform.
This organisation makes it possible to combine two benefits: more autonomy and availability for customers, and more time for teams on high value-added requests.
How do you measure the effectiveness of EVA and what results do you see?
We track several indicators to measure the quality of service and the value created by EVA:
- the rate of resolution of requests without human intervention;
- customer satisfaction;
- the rate of use of the solution;
- the quality and relevance of the responses provided;
- efficiencies in customer journeys;
- adoption of different channels, such as web, phone, and mobile app.
After two years of production, EVA has become a widely adopted customer relationship channel. Its Net Promoter Score, or NPS, now stands at +44, based on nearly 15,000 responses. This result reflects a high level of satisfaction among respondents.
Beyond these results, EVA shows that artificial intelligence integrated into a hybrid and responsible model can create value for customers, employees and the company at the same time.
With which teams and according to what approach was EVA developed?
EVA is the result of close collaboration between the FLOA teams and several of the Group's businesses and functions, including our LEGAL, Compliance, Customer Experience Operations and the Group Data Office entities.
From the beginning, the project was built on the real needs of customers and employees. Our goal was not only to develop a high-performance technology, but to offer a useful, accessible and consistent experience across all channels.
This collective approach has brought together business expertise, customer experience, technological innovation, security and compliance. It illustrates FLOA's ability to transform a technological innovation into a concrete service for its customers.
What are the next steps in development?
The EVA adventure has just begun. We now want to:
- enrich its conversational capabilities with new use cases;
- further improve its understanding of the requests;
- strengthen the fluidity between the web, the mobile application, the telephone and human support;
- to offer ever more relevant and personalized answers;
- integrate the advances of generative AI into a transparent, ethical and controlled framework.
We want to develop trusted AI, capable of increasing the capabilities of our teams and offering each customer the right level of support, at the right time and on the most appropriate channel.
With EVA, FLOA is continuing to develop a customer relationship where artificial intelligence simplifies journeys and improves service availability, while the human remains present as soon as the situation requires expertise, listening or support.
