case study
Financial Services
Edenred deployed Sophie in support of all stakeholders, achieving a 92% resolution rate
Edenred deployed Sophie in support of all stakeholders, achieving a 92% resolution rate
1800
conversations per month
conversations
per month
RESOLUTION RATE
50%
reduction of average handling time of requests
The challenge
Edenred wanted to enrich its tools to offer stakeholders — merchants, companies, and employees — a 24/7 omnichannel experience and real-time service while reducing the volume of calls to its call center
The solution
Edenred partnered with Moveo.AI due to its innovative approach, dedication, agility, quick grasp of project score, and ability to seamlessly integrate with its systems (CRM)
The result
Moveo's AI solution now supports over 1,800 stakeholders each month, achieving a resolution rate of over 90% and reducing the average handling time of requests by more than 50%
About Edenred
About Edenred
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting more than 60 million users and more than 2 million partner merchants in 45 countries via close to 1 million corporate clients.
Edenred offers specific-purpose payment solutions for food, engagement, mobility and corporate payments.
Edenred is a leading digital platform for services and payments and the everyday companion for people at work, connecting more than 60 million users and more than 2 million partner merchants in 45 countries via close to 1 million corporate clients.
Edenred offers specific-purpose payment solutions for food, engagement, mobility and corporate payments.
INDUSTRY: Financial services/ Insurance
HQ: Issy-les-Moulineaux, France
PROJECT IMPLEMENTATION: max 2 weeks per use case
INDUSTRY: Financial services/ Insurance
HQ: Issy-les-Moulineaux, France
PROJECT IMPLEMENTATION: max 2 weeks per use case
THE CHALLENGE
THE CHALLENGE
24/7 omnichannel experience for all stakeholders
24/7 omnichannel experience for all stakeholders
Edenred wanted to introduce AI initiatives within its organization to achieve a 24/7 omnichannel experience and real-time service for all stakeholders — clients, merchants, and employees — and significantly reduce the volume of calls to its call center. The necessity to integrate such a solution drove Edenred to search for an innovative partner to enrich their service offerings, streamline customer interactions, and improve overall efficiency in handling requests.
Edenred wanted to introduce AI initiatives within its organization to achieve a 24/7 omnichannel experience and real-time service for all stakeholders — clients, merchants, and employees — and significantly reduce the volume of calls to its call center. The necessity to integrate such a solution drove Edenred to search for an innovative partner to enrich their service offerings, streamline customer interactions, and improve overall efficiency in handling requests.
Edenred chose Moveo.AI based on its strong NLP capabilities, infinite scalability, and out-of-the-box integrations. By deploying its AI agent, Sophie, on its website, Edenred supported all its stakeholders. Through a one-way integration with Salesforce CRM, Edenred also managed to organize and better handle Sales Qualified Leads and customer cases.
Edenred chose Moveo.AI based on its strong NLP capabilities, infinite scalability, and out-of-the-box integrations. By deploying its AI agent, Sophie, on its website, Edenred supported all its stakeholders. Through a one-way integration with Salesforce CRM, Edenred also managed to organize and better handle Sales Qualified Leads and customer cases.
THE SOLUTION
THE SOLUTION
Innovative User-Centric Tech
Innovative User-Centric Tech
For merchants
Companies interested in becoming partners can submit their interest to Sophie, an AI agent. Through the one-way Salesforce integration, Sophie creates a merchant lead with the gathered information for the back office personnel
For merchants
Companies interested in becoming partners can submit their interest to Sophie, an AI agent. Through the one-way Salesforce integration, Sophie creates a merchant lead with the gathered information for the back office personnel
For clients
Companies can learn more about product families and perform actions such as changing details or order cards. Sophie can also create a customer lead or case through the one-way Salesforce integration
For clients
Companies can learn more about product families and perform actions such as changing details or order cards. Sophie can also create a customer lead or case through the one-way Salesforce integration
For employees
Moveo.AI supports employees in activating their cards and answering FAQs such as how to download the myEdenred app, activate a card, and even discover partner merchants
For employees
Moveo.AI supports employees in activating their cards and answering FAQs such as how to download the myEdenred app, activate a card, and even discover partner merchants
"Moveo's spirit of innovation, along with their dedication to what they do, agile way of working, quick understanding of the scope, and the ability to seamlessly connect with our systems for second-level support, helped us automate over 1800 conversations/m and cut in half the average handling time."
"Moveo's spirit of innovation, along with their dedication to what they do, agile way of working, quick understanding of the scope, and the ability to seamlessly connect with our systems for second-level support, helped us automate over 1800 conversations/m and cut in half the average handling time."
CRM Marketing Specialist @ Edenred
CRM Marketing Specialist @ Edenred
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Contact
368 9th Ave.
New York, NY
10001, USA
Avenida Paulista, 1374
Bela Vista, São Paulo
SP 01310-100, Brazil
Makedonon 8
Athens, Attiki
11521, Greece
info@moveo.ai
Moveo.AI © 2024 | All rights reserved.
Platform
Solutions
Contact
368 9th Ave.
New York, NY
10001, USA
Avenida Paulista, 1374
Bela Vista, São Paulo
SP 01310-100, Brazil
Makedonon 8
Athens, Attiki
11521, Greece
info@moveo.ai
Moveo.AI © 2024 | All rights reserved.
Platform
Solutions
Contact
368 9th Ave.
New York, NY
10001, USA
Avenida Paulista, 1374
Bela Vista, São Paulo
SP 01310-100, Brazil
Makedonon 8
Athens, Attiki
11521, Greece
info@moveo.ai
Moveo.AI © 2024 | All rights reserved.