Responding faster to claims with generative AI

Claims management: a challenge for customer service teams

Responding effectively to customer complaints is essential to improving user satisfaction: it helps accelerate processing times, reduce dissatisfaction, and restore travelers’ trust. A faster process and consistently high-quality responses strengthen operational efficiency and enhance the overall customer experience.

It was to achieve these objectives – time savings, uniform email quality and continuous improvement of customer relations – that Keolis Dijon Multimodalité explored the potential of AI and developed a drafting-assistance tool to support customer service agents, standardize responses and refocus teams on high-value-added interactions.

Measurable and convincing results 

After 10 months of use, the results are convincing. Response time was reduced substantially, from an average of 2.5 days to just 1.4 days – enough to improve the experience and satisfaction of Keolis Dijon Multimodalité bus and tram users, while also reducing processing costs.  

Generative AI assistance has considerably lightened the workload for representatives, who now all use ReclIAmations on a daily basis. More than 1,300 claims were processed with the tool in the first eight months of 2025 and, according to the representatives’ own estimates, processing time for requests has fallen by 50% – even as their work has become less stressful. 

This time saving has enabled teams to refocus their efforts on higher-value tasks, such as in-depth claims analysis and implementing corrective actions in collaboration with the Operations Department, Asset Maintenance Department and offer teams. This proactive approach contributes directly to the continuous improvement of service quality for our users, by transforming each claim into an opportunity for optimization.

In addition to speed, the quality of responses has also improved: messages have gained in clarity, precision and professionalism. Moreover, their consistency (in presentation, style, etc.) has emerged as a positive factor for the Keolis Dijon Multimodalité brand image among all audiences. This improvement in customer satisfaction can in turn translate into greater trust in the company. 

A successful deployment that other subsidiaries can easily replicate  

Initially developed for the most common bus and tram user claims, the tool is now being expanded to include other types of requests, including claims from passengers with reduced mobility or queries about parking and bikes.

Several Keolis subsidiaries have also expressed their interest in this accessible and high-performance solution, especially smaller organizations with limited IT capacities. The tool’s functionalities and ease of installation make it an easily replicable model. 

Eventually, the goal is to connect the tool with the Group’s other business systems, such as the operational support and CRM systems, in order to facilitate automated searches for contextual information and to further improve the solution’s efficiency.