{"id":706,"date":"2026-04-26T08:59:52","date_gmt":"2026-04-26T08:59:52","guid":{"rendered":"https:\/\/fleurendoua.com\/?page_id=706"},"modified":"2026-04-26T13:00:02","modified_gmt":"2026-04-26T13:00:02","slug":"vc-smartbot-2","status":"publish","type":"page","link":"https:\/\/fleurendoua.com\/index.php\/vc-smartbot-2\/","title":{"rendered":"vc smartbot"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"706\" class=\"elementor elementor-706\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fee9240 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-parent\" data-id=\"fee9240\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0414d39 elementor-widget elementor-widget-heading\" data-id=\"0414d39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The \"Vestiaire Collective's\" smartbot\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-040ce82 elementor-widget elementor-widget-spacer\" data-id=\"040ce82\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8c8470d e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-parent\" data-id=\"8c8470d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-9d53ed6 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-child\" data-id=\"9d53ed6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-84f03b1 elementor-widget elementor-widget-text-editor\" data-id=\"84f03b1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div id=\"comp-ky17r1ma\" class=\"comp-ky17r1ma SPY_vo\">\n<div class=\"\" data-mesh-id=\"comp-ky17r1mainlineContent\" data-testid=\"inline-content\">\n<div data-mesh-id=\"comp-ky17r1mainlineContent-gridContainer\" data-testid=\"mesh-container-content\">\n<div id=\"comp-ky17r1n2\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-ky17r1n2 wixui-rich-text\" data-testid=\"richTextElement\">\n<div id=\"bgLayers_comp-mllb8z7w\" class=\"MW5IWV\" data-hook=\"bgLayers\" data-motion-part=\"BG_LAYER comp-mllb8z7w\">\n<div id=\"bgMedia_comp-mllb8z7w\" class=\"VgO9Yg\" data-motion-part=\"BG_MEDIA comp-mllb8z7w\">\u00a0<\/div>\n<\/div>\n<div class=\"\" data-mesh-id=\"comp-mllb8z7winlineContent\" data-testid=\"inline-content\">\n<div data-mesh-id=\"comp-mllb8z7winlineContent-gridContainer\" data-testid=\"mesh-container-content\">\n<div id=\"comp-mllb8z7y\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-mllb8z7y wixui-rich-text\" data-testid=\"richTextElement\">\n<h3 class=\"font_5 wixui-rich-text__text\"><span class=\"wixui-rich-text__text\">The context<\/span><\/h3>\n<\/div>\n<div id=\"comp-mllb8z7z1\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-mllb8z7z1 wixui-rich-text\" data-testid=\"richTextElement\">\n<p class=\"font_8 wixui-rich-text__text\"><span class=\"wixui-rich-text__text\">To scale customer support across Europe (EN, FR, IT), we needed to transition from manual ticket handling to an intelligent automated solution. The global inbound contact rate was high, and the objective was to reduce live ticket volume without compromising the customer experience.<\/span><\/p>\n<\/div>\n<div id=\"comp-mllb8z804\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-mllb8z804 wixui-rich-text\" data-testid=\"richTextElement\">\n<h3 class=\"font_5 wixui-rich-text__text\"><span class=\"wixui-rich-text__text\">The purpose<\/span><\/h3>\n<\/div>\n<div id=\"comp-mllb8z855\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-mllb8z855 wixui-rich-text\" data-testid=\"richTextElement\">\n<p class=\"font_8 wixui-rich-text__text\">The project aimed to transform customer support through three pillars:<\/p>\n<ul class=\"font_8 wixui-rich-text__text\">\n<li class=\"wixui-rich-text__text\">\n<p class=\"font_8 wixui-rich-text__text\">Intent Detection: leverage GenAI (uGPT) to automatically categorize issues with an 80% accuracy goal<\/p>\n<\/li>\n<li class=\"wixui-rich-text__text\">\n<p class=\"font_8 wixui-rich-text__text\">Automated Resolution: focus first on low-volume\/high-complexity issues (Fraud, Account) before expanding to general queries to reach a 5% global resolution rate.<\/p>\n<\/li>\n<li class=\"wixui-rich-text__text\">\n<p class=\"font_8 wixui-rich-text__text\">CX Excellence: maintain high satisfaction by monitoring CSAT and NPS comments to iterate on bot flows.<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<div id=\"comp-mllb8z865\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-mllb8z865 wixui-rich-text\" data-testid=\"richTextElement\">\n<h3 class=\"font_5 wixui-rich-text__text\"><span class=\"wixui-rich-text__text\">The results<\/span><\/h3>\n<\/div>\n<div id=\"comp-mllb8z89\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-mllb8z89 wixui-rich-text\" data-testid=\"richTextElement\">\n<p class=\"font_8 wixui-rich-text__text\">The rollout delivered immediate operational impact:<\/p>\n<ul class=\"font_8 wixui-rich-text__text\">\n<li class=\"wixui-rich-text__text\">\n<p class=\"font_8 wixui-rich-text__text\">Scale: successfully launched in EN and FR, covering ~70% of total messaging volume.<br class=\"wixui-rich-text__text\" \/>\u00a0<\/p>\n<\/li>\n<li class=\"wixui-rich-text__text\">\n<p class=\"font_8 wixui-rich-text__text\">Efficiency: automated 22 contact reasons within the first month, handling 8.8k weekly conversations.<br class=\"wixui-rich-text__text\" \/>\u00a0<\/p>\n<\/li>\n<li class=\"wixui-rich-text__text\">\n<p class=\"font_8 wixui-rich-text__text\">Performance: achieved a 32% deflection rate in automated workflows and contributed to a -8.1pp decrease in the global inbound contact rate.<br class=\"wixui-rich-text__text\" \/>\u00a0<\/p>\n<\/li>\n<li class=\"wixui-rich-text__text\">\n<p class=\"font_8 wixui-rich-text__text\">Satisfaction: maintained a 85% CSAT through continuous flow optimization<\/p>\n<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div id=\"comp-m0llc9tq\" class=\"comp-m0llc9tq SPY_vo\">\n<div class=\"\" data-mesh-id=\"comp-m0llc9tqinlineContent\" data-testid=\"inline-content\">\n<div data-mesh-id=\"comp-m0llc9tqinlineContent-gridContainer\" data-testid=\"mesh-container-content\">\n<div id=\"comp-m0llc9up\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-m0llc9up wixui-rich-text\" data-testid=\"richTextElement\">\u00a0<\/div>\n<div id=\"comp-m0llc9ut\" class=\"ku3DBC zQ9jDz qvSjx3 Vq6kJx comp-m0llc9ut wixui-rich-text\" data-testid=\"richTextElement\">\u00a0<\/div>\n<\/div>\n<\/div>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7bc7471 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-child\" data-id=\"7bc7471\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-61d22d1 elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"61d22d1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"411\" height=\"600\" src=\"https:\/\/fleurendoua.com\/wp-content\/uploads\/2026\/04\/af2fc5_8b96272bd9f0448f8999e087d83bf1a7mv2.png\" class=\"attachment-large size-large wp-image-182\" alt=\"\" srcset=\"https:\/\/fleurendoua.com\/wp-content\/uploads\/2026\/04\/af2fc5_8b96272bd9f0448f8999e087d83bf1a7mv2.png 411w, https:\/\/fleurendoua.com\/wp-content\/uploads\/2026\/04\/af2fc5_8b96272bd9f0448f8999e087d83bf1a7mv2-206x300.png 206w\" sizes=\"(max-width: 411px) 100vw, 411px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f11876c e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-parent\" data-id=\"f11876c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a2a8624 elementor-widget elementor-widget-spacer\" data-id=\"a2a8624\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-37d019c e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-parent\" data-id=\"37d019c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-3b2ae75 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-child\" data-id=\"3b2ae75\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-de6f7e2 elementor-widget elementor-widget-heading\" data-id=\"de6f7e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">PHONE<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce87705 elementor-widget elementor-widget-text-editor\" data-id=\"ce87705\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h6>+33667368654<\/h6>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c35e026 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-child\" data-id=\"c35e026\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-10c8226 elementor-widget elementor-widget-heading\" data-id=\"10c8226\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">EMAIL<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-581d053 elementor-widget elementor-widget-text-editor\" data-id=\"581d053\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div id=\"comp-kj9u6b1a\" class=\"comp-kj9u6b1a YzqVVZ wixui-column-strip__column\"><div id=\"bgLayers_comp-kj9u6b1a\" class=\"MW5IWV\" data-hook=\"bgLayers\" data-motion-part=\"BG_LAYER comp-kj9u6b1a\"><div id=\"bgMedia_comp-kj9u6b1a\" class=\"VgO9Yg\" data-motion-part=\"BG_MEDIA comp-kj9u6b1a\"><a class=\"wixui-rich-text__text\" style=\"font-size: 16px; background-color: #ffffff;\" href=\"mailto:allua.ndoua@sciencespo.fr\" data-auto-recognition=\"true\">allua.ndoua@sciencespo.fr<\/a><\/div><\/div><\/div><div id=\"comp-kj9u6e6n\" class=\"comp-kj9u6e6n YzqVVZ wixui-column-strip__column\"><div id=\"bgLayers_comp-kj9u6e6n\" class=\"MW5IWV\" data-hook=\"bgLayers\" data-motion-part=\"BG_LAYER comp-kj9u6e6n\">\u00a0<\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ba06a93 e-con-full e-flex wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-equal-height-no e-con e-child\" data-id=\"ba06a93\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-17e961a elementor-widget elementor-widget-heading\" data-id=\"17e961a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">FOLLOW ME<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f84e9d elementor-shape-circle e-grid-align-left e-grid-align-tablet-center elementor-grid-0 elementor-widget elementor-widget-social-icons\" data-id=\"3f84e9d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"social-icons.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-social-icons-wrapper elementor-grid\">\n\t\t\t\t\t\t\t<span class=\"elementor-grid-item\">\n\t\t\t\t\t<a class=\"elementor-icon elementor-social-icon elementor-social-icon-linkedin elementor-repeater-item-c76288e\" href=\"https:\/\/www.linkedin.com\/in\/fleurendoua\/\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-screen-only\">Linkedin<\/span>\n\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t<\/a>\n\t\t\t\t<\/span>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>The \u00ab\u00a0Vestiaire Collective&rsquo;s\u00a0\u00bb smartbot \u00a0 The context To scale customer support across Europe (EN, FR, IT), we needed to transition from manual ticket handling to an intelligent automated solution. The global inbound contact rate was high, and the objective was to reduce live ticket volume without compromising the customer experience. The purpose The project aimed to transform customer support through three pillars: Intent Detection: leverage GenAI (uGPT) to automatically categorize issues with an 80% accuracy goal Automated Resolution: focus first on low-volume\/high-complexity issues (Fraud, Account) before expanding to general queries to reach a 5% global resolution rate. CX Excellence: maintain high satisfaction by monitoring CSAT and NPS comments to iterate on bot flows. The results The rollout delivered immediate operational impact: Scale: successfully launched in EN and FR, covering ~70% of total messaging volume.\u00a0 Efficiency: automated 22 contact reasons within the first month, handling 8.8k weekly conversations.\u00a0 Performance: achieved a 32% deflection rate in automated workflows and contributed to a -8.1pp decrease in the global inbound contact rate.\u00a0 Satisfaction: maintained a 85% CSAT through continuous flow optimization \u00a0 \u00a0 PHONE +33667368654 EMAIL allua.ndoua@sciencespo.fr\u00a0 FOLLOW ME Linkedin<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-706","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>vc smartbot -<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/fleurendoua.com\/index.php\/vc-smartbot-2\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"vc smartbot -\" \/>\n<meta property=\"og:description\" content=\"The \u00ab\u00a0Vestiaire Collective&rsquo;s\u00a0\u00bb smartbot \u00a0 The context To scale customer support across Europe (EN, FR, IT), we needed to transition from manual ticket handling to an intelligent automated solution. The global inbound contact rate was high, and the objective was to reduce live ticket volume without compromising the customer experience. The purpose The project aimed to transform customer support through three pillars: Intent Detection: leverage GenAI (uGPT) to automatically categorize issues with an 80% accuracy goal Automated Resolution: focus first on low-volume\/high-complexity issues (Fraud, Account) before expanding to general queries to reach a 5% global resolution rate. CX Excellence: maintain high satisfaction by monitoring CSAT and NPS comments to iterate on bot flows. 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