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How Pierre & Vacances benefits from Speech Analytics

Improving customer relationship management with Speech Analytics

In this article published on mydatacompany.fr and then on alliancy.fr, Christophe Auffray presents in detail how Pierre & Vacances has taken advantage of the use of artificial intelligence to analyse the voice data of its customer relations centres.

It includes the testimony of Grégory Sion, general manager, commercial, digital & innovation of the Pierre & Vacances Center Parcs group. He explains the needs and problems faced by the group, with more than 1.6 million calls received per year but only 1% of these calls listened to afterwards to extract information about their consumers.

To validate the usefulness of using artificial intelligence, Pierre & Vacances Center Parcs first started with an initial test of 10,000 calls. The group has since extended the programme to 8 European call centres with a volume of 100,000 calls, gaining one conversion point in the space of 6 months.

"If you estimate that we are at 30% average conversion for a turnover of €200 million, 1 point represents many millions of euros. "
Grégory Sion, Managing Director, Commercial, Digital & Innovation PVCP

For more information, read the full article on theAlliancywebsite