Customer support
Reply to customer emails in multiple languages without losing the tone of the house
The manager of an independent hotel in Arles has his answers prepared by a general AI in their language and with instructions.
THEME · 77 CASES
Customer support: answer better, faster
From the large group whose assistant deals with the majority of conversations at the independent hotel which responds in several languages, customer service is a massive application ground for AI agents.
The feedback converges on one point: the AI prepares and accelerates, but trust is played on what it cannot do. Keeping a simple exit to a human, controlling sensitive responses and informing when a call is transcribed are part of the case of use, not a detail.
WITH THEIR SOURCE
Spotted (75)
Customer support
Transmit and summarize calls for a colleague to resume a case without losing anything
A remote funeral company has integrated into its software the transcription of calls, automatic summaries and the extraction of data from heterogeneous documents.
Customer support
Leave an AI Assistant to process the majority of customer service requests
One month after its launch, Klarna's assistant, built with OpenAI, managed two thirds of customer service conversations in more than 35 languages.
Customer support
Help anti-fraud analysts and a neobank's customer service
At Nickel, a subsidiary of BNP Paribas, the general AI is already in production to prioritise fraud alerts and assist customer service: the neobank estimates the savings already made on this side at EUR 1 million.
Customer support
Ask the knowledge base to explain a guarantee or compensation
At MAIF, a general search system based on documentary research (RAG) is already generally accessible: collaborators use it to determine how to compensate a stolen object or explain a guarantee.
Customer support
Reduce requests to internal helpdesk with a virtual agent on Teams
Groupama deployed "SAM", a virtual agent on Teams designed with Copilot Studio and Power Platform, to automate computer support requests: Microsoft reports a decrease of about 25% in helpdesk solicitations for more than 5,000 employees.
Customer support
Answer students' daily questions with a school chatbot
NEOMA has developed NEMO, a catbot that answers students' questions, alongside employability and access to Le Chat for the entire school community.
Customer support
Answer tuition and campus life questions for up to 10,000 users
Audencia announced the launch of AudencIA, a chatbot accessible from June 2026 via the Tomorrow app, to answer questions of tuition, mobility or campus life, up to 10,000 users.
Customer support
Processing a parcel complaint in natural language, often without customer recall
Chronopost has deployed a conversational agent who exchanges with the customer, transmits the information to the operations and, according to its president, processes 85% of end-to-end requests, with claims processes 40% plus rapides.
Customer support
Structure the synthesis of corporate calls for experienced advisors
At the MAIF, a home-made tool of general AI structures the report of the telephone interviews: as of 31 December 2025, it was in widespread deployment to about 40 users.
Customer support
Let an AI agent lead home subscription instead of about 30 questions
Generali France has simplified the home subscription route: instead of about thirty questions, the customer gives to an AI agent who "takes care of everything".
Customer support
Beauty advisor 24/7 in the application, with latency within 5 seconds
L'Oréal Paris has launched Beauty Genius, conversational assistant on Azure OpenAI (GPT-4o and RAG Ada), available 24 hours a day, maximum latency announced less than 5 seconds worldwide.
Customer support
Prepare responses to e-mails and customer reviews in six Parisian boutique hotels
The Prince Albert Hotel Group (six hotels 3*, 25–30 rooms) uses the general AI for a first version of e-mails, reviews and communications, reviewed by the teams, according to France Num.
Customer support
Reply 24/7 to high school students on Courseup and the discovery days of Lyon
Ophélie Tambuzzo (communication INSA Lyon) describes a Wikit chatbot on joinerinsalyon.com: registration questions, access, conferences; fewer emails and calls on February 3, day discovered.
Customer support
Filter hospital support by a chatbot before opening a ticket
CPage (Dijon, 300 employees, 320 hospital members) made the chatbot EKKO (Wikit) mandatory before any ticket: 700 conversations/day, -20% tickets from the 2nd month, median time 1.5 days → 1 day.
Customer support
Analyze cause of refusal to accept payment with a trade agent
Paddle also has an agent Dust "payment acceptance root cause analysis", use "very financial" according to Hendrik Brackmann, distinct from the commercial prep that carried the adoption.
Customer support
Follow a package, find a relay point and estimate a shipment from
Chronopost has been integrated into ChatGPT: after installing a module, recipients and senders question the follow-up, the deposit/deletion points, the price estimate and the edition of transport letters from the OpenAI interface.
Customer support
Estimate the exposure of a home to climate risk from an application in ChatGPT
The MAIF insurer has opened an application in ChatGPT: by telling an address, the user gets an analysis of the housing exposure to climate risks (floods, storms, drought), then can switch to maif.fr or an advisor.
Customer support
Create a conversational assistant for part of 54 million customer requests
CMA CGM presented a conversational assistant to handle some of the 54 million customer requests received each year in shipping — current priority of CEO Rodolphe Saadé.
Customer support
Put conversational agents on an e-commerce site to answer product, delivery and returns questions
At Snowleader (mountain sports equipment, 250 employees, more than 90% of online turnover), conversational agents have been responding since November 2025 to technical questions about a product, the status of a delivery or a return, in seconds.
Customer support
Connect iad real estate ads to a natural language search in ChatGPT
iad immobilier synchronizes the advertisements of its advisors with Omniy, whose application in ChatGPT analyzes a real estate project expressed in natural language and directs the demand to the relevant advisor.
Customer support
Correct and optimize by default real estate network ads, for 100% of Nestenn agencies
At Nestenn, Cédric Le Roux has generally since July the linguistic correction and optimization of ads by AI, activated by default for 100% of the real estate network, after a chatbot 24 hours a day set up from its first year of franchise.
Customer support
Close 100% of client requests and reformulate advisor reports at EDF
Benoît Lamberti, Director of Marketing and Customer Experience BtoC from EDF (23 million private customers), indicates that 100% of incoming requests are analysed by the AI to reach the right advisor: +7 points of satisfaction, -18 points of hang-up; A reformulation tool helps with reporting.
Customer support
Respond 24 hours a day to questions from insurance customers with a generic chatbot from Leocare
Christophe Dandois, co-founder, CEO and marketing director of the Leocare insurer, has launched a generic chatbot d'IA to respond to customers outside French customer service schedules: more than 2,000 sessions a day, 37% of interactions.
Customer support
Explain e-POWER and then the entire range with a d
Coralie Musy, Nissan's vice-president brand & customer experience area, deployed an AI assistant on the site to explain the e-POWER hybrid technology, then a cross-sectional bot across the entire range, before sending the customer back to concession or call centre.
Customer support
Send a PDF quote by a voice assistant connected to n8n, at Magnolia Caterer
JLB Events / Magnolia Caterer has built a voice agent that follows the logic of the estimate form: the prospect calls 24 hours a day, converses, and receives the PDF by email and SMS a few seconds after hanging up, via n8n.
Customer support
Helping call centre operators with GPT-4 Enterprise and an RAG at Auchan
At Auchan, customers do not talk to an AI: a GPT-4 Enterprise assistant, powered by a RAG on support documentation, helps call center operators respond in natural language; the DSI cites an average reduction of 20% in call time.
Customer support
Qualify sellers on WhatsApp with theIA, and double the conversion rate, at SeLoger
Baptiste Capron, managing director of SeLoger, quotes an artificial intelligence qualification experiment on WhatsApp, on the sales routes of real estate: a "double conversion rate".
Customer support
Ask ads in natural language in ChatGPT, at leboncoin Immobilier
Olivier Buchy, at Leboncoin, describes a ChatGPT application that questions real estate ads: subjective criteria ("cosy", "with view") translated into parameters, "volumes of requests [qui] mount rapidement".
Customer support
Respond to 30% of agents' calls in the evening and weekend, at Capifrance
Olivier Le Gallo, president of DigitRE Group (Capifrance and Optimhome), launched in the summer of 2026 a customer relationship agent for real estate agents: he "responds to about 30% of calls", especially at night and weekend, the complex cases remaining human.
Customer support
Take over holding calls with Joe AI at Laforest
Yann Jéhanno, president of Laforêt France, describes Joe AI as a rental: connected to the information system, the tool takes over when the real estate teams cannot answer all calls, exchange with the candidate, question the base and propose goods.
Customer support
Search for a natural language property on Orpi.com, with Kleio
Orpi, together with Kleio, has deployed a d'IA platform on Orpi.com and the 1,250 real estate agency sites: natural language queries, recommendations, and catalogue readable by ChatGPT, Claude or Google AI Overview.
Customer support
Search accommodation and make an appointment without leaving ChatGPT, with Omni
Franck Le Tendre, co-founder of Omny, connected the professional real estate inventory to ChatGPT: the individual tells about his project, consults the announcement and asks for an appointment with an agent — without leaving the assistant. 350,000 users and more than one million conversations in six months.
Customer support
Search for voice accommodation in natural language, with NoovIA
Marc Gallon, founder of Noovimo, launched in May 2026 Noovia on noovimo.fr: the private person describes his real estate project aloud — a house with garden, bright, twenty minutes from the sea, under 350 000 € — and the assistant seeks, without form.
Customer support
Answer support questions from documentation, 24 hours
Mirakl built an agent who answers support questions by relying on his documentation, including off-time and in several languages, to leave the teams on more complex cases.
Customer support
Passing a large portion of travel agency bookings by a conversational agent
Selectour, a network of nearly 1,000 travel agencies, has deployed in six months an AI conversational agent for its professional and private clients, with the French Kleo solution.
Customer support
Transmit commercial calls and automatically check claims documents
Acheel, a French insurance company of some 60 employees in France, uses theIA for claims management, fraud, subscription and document reading, and transcribes all the conversations of its sales advisors.
Customer support
Automatize consulting and customer service of a merchant site and enrich millions of product records
Cdiscount deployed a generative AI chatbot available day and night, a semantic search engine and IA enrichment of 17 million product plugs.
Customer support
Respond to bank customers with open source RAG chatbot supervised by experts
Crédit Mutuel Arkéa built its "Tybot" client chatbot on Tock, an open source conversational toolbox launched by SNCF, looking for answers from the customer knowledge base and product sheets.
Customer support
Pre-analyze each technical support ticket and update procedures
Wayflyer, a Dublin fintech that finances growing brands, has built two agents: one prepares the diagnosis as soon as a ticket arrives, the other updates the procedures after its resolution.
Customer support
Unlocking on the phone a motorist stuck in front of a parking fence
ParkBee, who rents seats in private car parks without staff in the Netherlands, Belgium, the United Kingdom and Germany, has entrusted a voice agent with the calls of blocked drivers: he checks the reservation and opens the right barrier.
Customer support
Integrate a support agent into HR software for both employees and administrators
Personalio, an European publisher of HR software (16 000 client companies depending on the source), integrated a support agent directly into its application, before the January question peak.
Customer support
Absorbing peak requests from used photo equipment platform
MPB, a platform for the purchase, sale and exchange of used photo and video equipment, placed an AI agent at first contact on its chat and made it an editorial as well as technical site.
Customer support
Answer the questions of students and future students of an university day and night
London South Bank University has launched an assistant in seven weeks, linked to its application management tool, just before the peak admission period.
Customer support
Damage a missing or damaged product in a food basket in seconds
Quitoque, a French kitchen basket company delivered, has unified the screen of its advisors and automated by AI the most repetitive contact patterns.
Customer support
Accelerating responses from an European consumer service with a copilote
Caudalie, a French cosmetics brand, relies on the AI integrated into its customer relationship tool to correct and improve the messages of its advisors and translate its procedures.
Customer support
Transfer a frozen ios script banking chatbot to generated answers, in three languages
The Belfius bank replaced a conversational robot in scriptios with an assistant based on a large language model, available in Dutch, French and English.
Customer support
Explain an energy bill and activate intelligent charging of an electric vehicle
ENGIE, in Belgium, has integrated into its application an agent who answers questions of billing and consumption in French or Dutch, and can activate the intelligent charging of an electric vehicle itself.
Customer support
Orient passengers at an airport and prepare advisors' work
The London airport in Heathrow has launched an agent on WhatsApp that answers common questions and guides travellers to terminals, and uses the AI to summarize the more complex requests transmitted to customer service.
Customer support
Preparing calls from remote banking advisors with an AI assistant
CaixaBank, Spain's first bank, offers more than 300 remote support advisors an assistant who prepares calls and answers questions about products.
Customer support
Attend support teams by specialized agents and host disaster victims at all times
Generali France has deployed about 50 agents for specific purposes, including agents who support its helpdesk and a voice assistant available day and night for victims of disasters.
Customer support
Answer frequently asked questions in e-commerce email
The Redoute put into production in the fall of 2024 a conversational agent who deals with the frequent questions in the messaging of its application; the advisers then intervene in escalation.
Customer support
Process a support request by preparing the action, without executing it
For its support to healthcare professionals, Doctolib has designed Alfred, a system of agents that understands the demand, will search for useful information and prepare the action, which the user confirms himself with a click.
Customer support
Measure by test A/B what really improves a support agent
Alan, whose IA officers process part of its members' requests, compared two ways of calling the model by an A/B test in production rather than relying on the numbers announced by the supplier.
Customer support
Sort and orient tickets from computer support with an agent
The Logistician Geodis has integrated in ServiceNow an agent who ranks each computer ticket, finds similar cases and suggests a resolution; Techs validate in one click.
Customer support
A customer service agent who responds to students of an online car school, day and night
The online auto-school the PERMISLIBER has entrusted the first level of its customer service to HubSpot's IA agent: according to the company, 94% of conversations are resolved without human intervention.
Customer support
Sort each customer's return and pull out the ten main irritants each month
Pretto's online real estate broker arranges by ChatGPT every customer return received, sends him to the right team on Slack, then makes him sum up every month the top ten irritants.
Customer support
A chatbot and a voicebot to answer users of meal and gift cards
Edenred deployed Eden Help, a chatbot to IA generative on the Cognigy platform, then a voicebot: according to the company, 35% of chatbot conversations are resolved without advice.
Customer support
AI agents who manage booking changes and refunds at peaks
The Lufthansa Group relies on self-service agents built with Cognigy to help its passengers change a flight, find an alternative or request a refund: more than 16 million conversations a year.
Customer support
IA telephone agent puts a client in emergency contact with a craftsman in two minutes
ARTIA, accompanied by the EDIH Corsica.ai, uses a voice agent that includes an urgent request for locks, plumbing or electricity and calls several craftsmen at once.
Customer support
Guide students to a large university with an assistant available day and night
The University Claude Bernard Lyon 1 has deployed ON AIR, a general-purpose assistant from the student portal and a mobile application, supported by physical reception points on campuses.
Customer support
Make The Butler, Assistant IA, available to hotel staff at Accor
Alix Boulnois, General Manager of Sales, Digital & Tech d'Accor, announces the deployment of Le Butler, IA assistant dedicated exclusively to hotel staff, in parallel to the customer side of ALL Concierge. The declared issue: let the teams focus on the relationship, with a permanent assistant.
Customer support
Answer practical questions from clients in the Apps Bank populaire and Caisse d'Epargne
Yves Tyrode, Digital DG and BPCE payments, said that the AI assistant for Banque populaire and Caisse d'Epargne applications generates more than 5,000 conversations a day, and that more than one in two leads to an action proposed by AI, often for a practical question.
Customer support
Translate a technical error message to climb to the right level, at Pennylane
Eléonore Motte relies on Dust to translate otherwise incomprehensible error messages, to provide the technique with a workable description, and to summarize conversations to see care trends.
Customer support
Dealing with simple 24 hour requests on Centric and Neolink with Noa, at BNP Paribas CIB
Jean-Marc Friess, Chief Digital Services Officer of BNP Paribas CIB, describes Noa, virtual agent of the Centric and Neolink portals (100 000 users): intention by a model, deterministic answer via internal API, otherwise ticket synthesized to the right team.
Customer support
Solve a WMS or TMS incident from ServiceNow at FM Logistics
FM Logistic's computer support relies on agents for incidents. A chatbot communicates with ServiceNow: it consults the software documentation (WMS, TMS) to try to solve the user question, or helps create the ticket in natural language.
Customer support
Create and orchestrate specialized agents no-code for support, at Veolia
Fouad Maach, DSI architecture group of Veolia, describes a no-code faculty open to all internal teams: design an agent alone or an agent who orchestrates others. "An agent is rarely isolated; He'll call and consume other agents. 250 agents are in production, wide adoption.
Customer support
Respond to reviews and design a menu, via 15 AI agents, at Best Western hoteliers
Laëtitia Thiel, DGA digital communication and customer experience of Best Western France, has opened to hoteliers 15 AI agents: respond to opinions, design a menu, write publications. In a few months, more than 10% of hoteliers have subscribed. At headquarters, Delos (Sovereign Platform) is used by 90% of employees.
Customer support
Support outreach via a chatbot Teams plugged into the internal database, at BNP Paribas' DSI
Marc Camus, DSI group of BNP Paribas, is testing in the only DSI group a chatbot in Teams who questions the internal knowledge base for outreach support. The next step is to connect it to the contact centre if the user does not solve alone.
Customer support
Write in seconds the draft of a support ticket, at Malt
Sarah Rezzoug, customer experience manager of Malt (team of 14 people, six countries), passed the FrontApp tickets into agents Dust "Malty AI": the draft is more written in five minutes from scratch. In August, with 70% of the team on leave, the staff took the peak.
Customer support
Dealing with thousands of customer tickets per agent at CMP Group
Thibault Dallemagne, DSI of CMP Group (La Chaise Longue, 7,000 references, 80 countries), deployed an agent on customer service: several thousand tickets per month. At the launch (October-November 2025) a ticket cost 8-25 dollars; After model optimization, 4 to 6 cents of euro.
Customer support
Write reports of teleadvisor calls, validated 85% of the time, at BPCE
Yves Tyrode, Digital Director General and Payments for the BPCE Group, reported that 85% of the call reports generated by the AI were validated by uncorrected teleadvisors, and that the average call processing time decreased by 10%.
Customer support
Process e-mails to automate management actions at CNP Assurances
Romain Méridoux, head of Data Lab from CNP Assurances, describes an intelligent email processing that automates management actions and fluidizes customer journeys, among more than 200 industrialised solutions exposed by API — including to DSI RPA bots.
Customer support
Make an appointment by voice agent, at CMP Group
In two years, CMP Group has multiplied the projects of the AI, "in scheduling and meeting by voice agent, among others". Thibault Dallemagne, DSI, also supervises the training of developers: as soon as agents are built, consumption of tokens explodes.
Customer support
Find the customer info in Notion, Drive and Slack to answer customer-care queries at Pennylane
Eléonore Motte, project manager customer experience at Pennylane, has created specialized Dust agents by source (Notion, Google Drive, Slack): the care team reformulates the client's question, presses the answer, and closes faster than without Dust — especially new ones.
WRITTEN BY THE DESK
Practical cases (2)
Customer support
Respond to a customer complaint via e-mail without inflaming the situation
To defuse a dissatisfied client: to recognize the problem, to expose the facts, to propose a precise solution, in a French pose.
Customer support
Build a FAQ from the questions clients really ask
Analyze e-mails received to obtain recurring questions, write clear answers and ease customer service.