case study
Financial Services
How Edenred achieved 75% customer service savings with Moveo.AI
4,500
conversations per month
75 %
customer service savings
2x
average handling time
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 4,500 stakeholders each month, achieving a resolution rate of over 90% and reducing the average handling time of requests by more than 50%
About Edenred
Edenred is a leading digital platform for services and payments, the everyday companion for people at work, connecting 60M+ users and 2M+ partner merchants in 45 countries via nearly 1M corporate clients.
INDUSTRY: Financial services/ Insurance
HQ: Issy-les-Moulineaux, France
PROJECT IMPLEMENTATION: max 2 weeks per use case
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 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.
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 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
