How did the Poitiers School District reduce its calls by 92% using AI?

The challenge: improving service quality and reducing the workload on agents

Relieving the burden on teams as part of the intra-academic transfer process

Every year, intra-academy transfers (teacher reassignments) represent a critical peak in activity for HR teams. The Poitiers Academy Office sought to introduce an innovative tool to address three challenges:

• Simplify the process: make procedures clearer and more accessible to users.

• Improving service quality: ensuring faster response times and consistently high-quality support.
• Supporting teams: relieving administrative staff of a constant stream of repetitive questions.

The goal: to simplify the process for users and free up time for staff at the regional education office.

The solution: an AI-powered chatbot

Deploy a sovereign AI agent on the academic campus

To streamline the complex process of intra-academy transfers, the Poitiers School District Office has launched an intelligent virtual assistant that can be accessed directly from the dedicated page on its website. This assistant allows users to ask questions and receive answers.

• Instant Answers: The tool provides instant answers to all user questions.
• Information Accessibility: The assistant makes it easier to access the wealth of available regulatory information.
• Focus on People: By streamlining entry-level procedures, the tool allows regional education office managers to focus on complex individual cases.

The results: a significant impact during the holiday season

A massive reduction in phone calls and emails

When assessed during the application period, the assistant had a remarkable impact on simplifying the process for users and on the work of the regional education office teams involved:

• 24/7, uninterrupted user support: Users receive immediate answers to their questions 24 hours a day, 7 days a week. If the chatbot is unable to provide an answer, users are directed to the help documentation or the “info-mobility” hotline.
• Reducing the call volume at the switchboard: During the application period, the number of calls dropped from 600 to 48, a 92% decrease .

• Streamlined written communication: Over the same period, the number of emails dropped from 300 to 120, a 60% decrease .

• Efficiency and workplace comfort: This reduction in repetitive tasks has resulted in significant time savings for staff, while users have immediately benefited from improved service quality.
• A solution that has proven effective over two years: renewed for a second consecutive year, the program has demonstrated its effectiveness, with its impact peaking in the second year.

This project demonstrates the tangible added value of an AI-powered chatbot in improving service quality and optimizing internal resources.

The Regional Education Office's Perspective