Ingenium Animalis customer service manages the identification of more than 40 million pets in France through the national I-CAD file, under delegation from the Ministry of Agriculture. More than 150,000 calls, 100,000 emails and 60,000 letters are handled each year by around forty advisors spread across four departments: a volume that leaves no room for operational imprecision.

This replay presents the transformation undertaken by Ingenium Animalis to address traffic growth, the multiplication of low-value requests and a limited view of productivity. A redesign built around a simple logic: a single source of truth simultaneously powering advisors, supervisors, customer self-service and the chatbot.

About the speakers

Céline Gomis — Operations Director at Ingenium Animalis. Leads the transformation of the I-CAD customer service and the modernization of high-volume customer relationship systems.

Alexandre Bergel — Account Manager at ViaDialog. Supports key accounts and the public sector in their CCaaS and conversational AI projects.

Ugo Muller — Account Manager at Mayday. A knowledge base and self-service specialist, supporting contact centers in structuring their knowledge assets.

Agenda of the replay

• Ingenium omnichannel architecture

• Self-service and workflow automation

• Agent adoption: Mayday + ViaDialog

• Measured results and lessons learned

Results at a glance

During the first months of rollout, the solution raised the answer rate to 85%, the email resolution rate to 96% and made it possible to handle 39% of calls via IVR self-service without human intervention and 35% of low-value emails through automatic closure. On the internal adoption side, 92% of advisors use Mayday daily, with more than 22,000 consultations recorded.

Why watch this replay

Customer Service and IT leaders running a public service or sovereign mission (high volumes, regulatory constraints, required operational stability) will find a structured feedback report on designing a scalable setup built on unified data.

The webinar details the architectural choices, the challenges encountered during deployment, the order in which the building blocks were activated (voice, email, document management, self-service, chatbot) and what the team would do differently today. Presented by the operators who made it happen, without marketing spin.