Total
Corporate Innovator

Total: An overheated customer department, solved 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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What we did for Total

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.
The impact of our solution was both immediate and transformative. By digitising and automating the customer service workflow, Total was able to streamline operations, reduce manual workload, and deliver a faster, more consistent experience for both customers and suppliers. The following key results highlight the scale of improvement achieved through the integration of machine learning and AI-driven automation:

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.”

Kishan Chamman
Chief Technology Officer

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