MMA Assurances is revolutionizing customer relationships thanks to Volubile's conversational AI

MMA Assurances: a historic player in full digital transformation

MMA, one of the main French insurers, has been supporting individuals, professionals and businesses in managing their risks for more than two centuries. With its network of general agents and its customer proximity, the company is committed to an ambitious digital transformation to meet new market expectations.

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Interview with Cyril Fouquet

Cyril Fouquet is a delegate at MMA Assurance. To best meet the challenges of customer relationships in the insurance sector, he used Volubile's voice AI.

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The challenge: meeting policyholders' need for instantaneity

In a context where consumers are used to services that are available all the time, MMA identified a major challenge: reduce response times and improve the availability of its services, without compromising the quality of support. Today, policyholders are waiting for answers Instantaneous, personalized and available 24 hours a day. Traditional channels such as telephone or email are no longer sufficient to meet this need for timeliness.

“Our customers want immediate answers, all the time. The wait is no longer acceptable.”

Cyril Fouquet, Deputy Director at MMA Assurances, summarizes the challenge the company was facing as follows: to offer a smooth, responsive and accessible customer experience 24/7, while maintaining a high level of customization and reliability.

The answer: intelligent virtual agents developed with Volubile

To meet this need, MMA turned to Volubile, a specialist in conversational AI. Together, they designed and deployed an innovative solution: virtual agents capable of instantly processing policyholders' requests, day and night.

“We have implemented global innovation in the insurance sector. With our virtual agents, our customers have access to instant answers, 24/7, without ever waiting.”

These virtual agents, integrated into MMA's digital channels, allow:

• One immediate care simple requests (certificates, declarations, contractual information...).
• One intelligent orientation to the right contacts when needed.
• One continuous experience, without interruption, even outside of opening hours.

A deeply transformed customer experience

The results are immediate and measurable:

• 13% reduction in incoming calls on simple requests
• +20 customer satisfaction points on digital channels.
• An average response time divided by 4.

Insured people can ask questions at any time, even in the evening or at the weekend. Simple requests (certification, file follow-up, contractual information) are processed instantly. Human advisors, now relieved of repetitive requests, can focus on complex cases and moments of truth in the customer relationship.

A revolution in insurance

“It's a revolution that makes insurance more fluid and accessible, everywhere, all the time.”

This partnership with Volubile illustrates MMA's ability to innovate while remaining true to its mission: to protect and support its customers with efficiency, proximity and modernity. Conversational AI is no longer a promise disconnected from the field: it is a concrete tool, at the service of a more human, more agile and more efficient customer relationship.

Why is this project a model for the insurance sector

The MMA experience shows that conversational AI can be a real driver of transformation for insurance players. It makes it possible to meet the challenges of:

• Digitalization of customer journeys
• Optimization of processing times
• Improving satisfaction and loyalty
• Competitive differentiation

By relying on robust technology, tailor-made support and a user-centered vision, MMA and Volubile are laying the foundations for a new standard in insurance customer relationships.

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Are you experiencing the same problems?

We will be happy to offer you a quick and personalized demo from Volubile adapted to your needs.

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