Total: Reducing Customer Service Time and Costs with Machine Learning
The customer service team at Total was overwhelmed by over 10,000 monthly documents and 2,000+ calls, coming from both suppliers and customers in various formats. Hiring more staff was costly and inefficient. We built a self-service platform using machine learning to digitise and standardise all incoming files, and an AI to sort and respond to queries automatically.
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Handling documents in multiple formats is a major challenge for large companies. By digitising and standardising all incoming data, we enabled seamless integration and automation. Our machine learning solution translated over 10,000 documents per month into a single format, while AI triaged and responded to 70% of queries without human intervention.
Key Results
50% reduction in customer service costs
70% of queries handled automatically by AI
100% elimination of customer service phone line
10,000+ documents digitised monthly
2,000+ calls per month reduced to zero
Seamless integration with third-party suppliers
The new platform transformed Total’s customer service operations, delivering rapid, measurable results. By automating document processing and query handling, the team achieved a 50% cost reduction and eliminated the need for a phone helpline entirely.
“This project shows how AI and automation can deliver real, measurable impact for large organisations.” – Eli5 Team
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