FrancePublic sector2023 – ongoingNational Health Insurance Fund (CNAM)
Generative AI drafts replies to public-service feedback
CNAM joined an AI drafting pilot that reported halving response time across participating agencies
Problem
Public-service agents needed to respond to users' feedback on Services Publics +. The government wanted to improve response speed and service quality.
Approach
Volunteer agents at CNAM and other public bodies used generative AI to draft replies to user feedback. The experiment began in October 2023. After two months, the government reported that average response time across the pilot had halved.
Results
Takeaway
CNAM participated in an operational drafting experiment. The reported results covered participating agencies together; no CNAM-only result was disclosed.
Categories
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Government support program
- Evidence
- Company's own claim
Sources
Source summaries
The government named CNAM among agencies whose volunteers used AI to draft feedback replies. Across the pilot, average response time halved and satisfaction rose by 10 percentage points to 74% after two months.
Full details are in the original sources.
