Covea: Transforming Customer Satisfaction Analysis Through AI-Powered Data Labeling

Challenge

Covea, one of France's leading mutual insurance companies, faced a complex challenge that threatened to overwhelm their traditional analysis capabilities. The company needed to extract actionable insights from an unprecedented volume of unstructured customer feedback to maintain their competitive edge in the insurance market.

The data challenge was staggering.

• 1.5 million verbatim comments
• Multiple touchpoints across their health, life, auto, home, and liability insurance products
• In an unstructured format that defied traditional analysis methods.

Manual processing wasn't viable.

• Manual categorization was impractical and time-consuming
• Categorizing 1% of data and using AI for the remainder meant they needed a comprehensive solution to handle diverse data types

Strategic insights at stake.

• Beyond simple sentiment analysis, Covea needed to uncover deeper patterns and trends in customer behavior to inform strategic marketing decisions, refine service offerings, and proactively address customer pain points.
• The insights had to be accessible and actionable across departments ranging from marketing and product development to customer service and management.

Solution

Covea partnered with Kili Technology to build a comprehensive AI-powered customer satisfaction analysis system, moving beyond their initial limited approach to embrace a scalable, multi-format data labeling platform.

Comprehensive Data Platform

• Covea selected Kili Technology for its ability to handle diverse data types—text, images, videos, audio, and documents.
• Kili Technology also supported complex tasks including hierarchical classification, transcription, entity extraction, and image segmentation.
• Kili's user-friendly interface and SDK for programmatic interaction enabled Covea to automate and integrate the platform seamlessly with existing models.

Quality Assurance Through Consensus

One of the most critical features for Covea was Kili's consensus analysis capability. This process involves multiple labelers annotating the same asset to measure agreement levels between different annotations, ensuring high-quality labels and reliable categorized data. The consensus score provides a key measure for controlling production quality throughout the labeling process.

Enterprise-Grade Security Given the sensitive nature of customer data, Kili's commitment to high security standards proved essential. The platform's data hosting in France, strict data segregation policies, and collaboration with Microsoft ensured that data access was restricted to authorized users only, meeting Covea's stringent compliance requirements.

Outcome

Covea's implementation of Kili Technology delivered transformational results, revolutionizing their approach to customer satisfaction analysis and organizational decision-making.

Results

• The platform has been adopted across more than 9 projects and by over 60 users throughout the organization
• The insights derived from analyzing 1.5 million customer comments now directly influence Covea's strategic decisions and customer service improvements across departments
• Kili Technology eliminated a large chunk of technical debt
• Covea now has a comprehensive data labeling infrastructure that extends far beyond their initial customer satisfaction use case which involves new and more complex data such as geospatial imagery

"With the choice of Kili, we are much more confident about the future. We decided to eliminate a large part of the technical debt by choosing a solution that will be perfectly mastered across a whole range of data science and AI projects."

Phileas Condemine
‍Lead Data Scientist at Covea