France’s Urssaf deploys more AI tools to enhance user support

Analysis

Thomas Cazenave, France’s Minister Delegate for Public Accounts | Thomas Cazenave, Facebook account

By Crypto Republique

May 31, 2024

Thomas Cazenave, France’s Minister Delegate for Public Accounts, has unveiled multiple artificial intelligence (AI) projects and experiments undertaken by Urssaf Caisse nationale. The minister made the announcement during a meeting this month with Urssaf Midi-Pyrénées, attended by Damien Lentile, Director General of the Urssaf Caisse nationale.

According to a press release by France’s Minister for the Economy, Finance and Industrial and Digital Sovereignty, Urssaf’s mission includes financing the country’s social protection model. Technology, particularly digital technology, is integral to its user relationship strategy.

The press release states that Urssaf has invested in AI-based instant interaction solutions. Last year, its chatbot provided support to about 4.8 million users. It recently deployed two voicebots, nine chatbots, and three live chats to improve the quality and speed of responses to users. Urssaf is also testing a mail bot to route user emails and forms to the appropriate department. The objective is to shorten processing times and lessen the load of advisors.

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Cazenave set 2027 as the target year for Urssaf to deploy these new tools. "With Urssaf, we are proving that AI and digital are an opportunity to strengthen the proximity between the French and public services. AI makes it possible to gain in efficiency but does not replace agents: it allows you to respond to everyone, faster, and better, and the figures show it," Cazenave said in the release. "Technological innovations bring a real benefit to users, and we are very proud of the new solutions developed by our digital teams to improve Urssaf's services to users."