ClaudIA - Chatbot for the invoicing portal for purchases by public authorities

Chatbot has been put in place by the AIFE (State Financial IT Agency) for users of the information system Chorus of SME's and microbusinesses. Available since the end of 2017, this chatbot, called Claudia, is based on IBM's Watson artificial intelligence technology. The AIFE indicates that the number of support contacts "has not stopped increasing, going from 20,000 per month to more than 40,000 (with a peak at 55,000 in January) all channels combined (phone calls, files, live chat , emails, avatar, chatbot). The requests handled manually by level 1 support operators now represent a volume of more than 15,000 per month (18,000 in January!). The AIFE anticipates a doubling of support requests each year. Before Claudia, only half of the requests were processed automatically. Today, the rate has risen to 65%. “In two months, ClaudIA handled more than 10,000 conversations, with an average of 3.5 interactions per conversation,” says AIFE. Claudia takes the user context into account and knows how to detect inappropriate interactions.