How the Generali Béthune agency turns every inbound call into a business opportunity with x‑bees, Wilma AI and Sinergence
The Generali Béthune agency, led by Myriam Harouat, advises and supports its policyholders every day. Myriam has worked in insurance for 25 years and has led the agency since 2019; today her team of three advisors serves some 2,000 clients, 60% of them businesses. In insurance, responsiveness and accurate information are the foundation of trust. The agency handles around 450 calls a month, and each one can contain a decisive detail for managing a policy or reporting a claim.
The Challenge: 450 calls a month and admin work that eats into advisory time
In insurance, responsiveness and accurate information build trust. Every call can contain a decisive detail for managing a policy or reporting a claim.
For Myriam Harouat, manager of the Generali Béthune agency, the challenge was clear: handle around 450 calls a month without sacrificing proximity or the quality of advice. Demand also comes in spikes: a single storm once brought the agency 120 claims in three days. Before x‑bees, answering calls and qualifying requests took a considerable amount of manual time.
Going from one conversation to the next made note-taking and follow‑up tedious. This invisible but essential admin work cut into the time the team wanted to spend listening to and advising its policyholders.
The Solution: An AI voicebot that greets, routes and documents every call
The agency deployed x‑bees, the Wildix communication solution with natively integrated Wilma AI. The project was led by Sinergence, a certified Wildix partner, which adapted the technology to insurance workflows: intelligent call routing.
The main lever is the agentic AI voicebot, dedicated to call handling. Each call becomes a smooth, structured process:
- Intelligent call handling: the voicebot handles first-level qualification and immediately routes the caller to the right person. Waiting time goes down and unnecessary transfers disappear.
- Automatic transcription and summaries: every conversation handled by Wilma is transcribed and summarised automatically, so the request is on file before an advisor picks up.
With Sinergence's support, integrating AI into our daily routines happened very naturally. The tool doesn't complicate our day, it simplifies access to information so the team can stay focused on the human conversation and on their expertise.
Myriam Harouat
Manager, Generali Béthune agency
A local partner, for the long run
For the agency, customer relationships are built for the long term, and so is Sinergence’s support. The partner does more than integrate the solution: it provides continuous follow‑up to keep the Wildix communication tools aligned with the agency’s changing needs.
At Sinergence, closeness over time and trust are the foundations of our work as an integrator. By equipping Myriam's agency with x‑bees and the Wildix voicebot, we wanted to free the team from daily constraints so it can focus on what matters: listening to and supporting its customers. It's this combination of human expertise and technological innovation that creates real, lasting value.
Julie Vandenbussche
Agency Manager, Sinergence
Results & ROI: Up to 1h30 saved per day, reinvested in advice
- Up to 1h30 saved per day: the voicebot handles first-level call answering and call summaries are automated. This time is reinvested in advice and sales. The agency has even reshaped its day around Wilma: from 9 to 10 am and from 2 to 3 pm, Wilma covers the phones while the team processes files without interruption.
- Service continuity and zero information loss: every key point from conversations with Wilma is captured and logged. If a team member is absent, a colleague can pick up the file with a complete history.
- Full attention on the conversation: freed from the keyboard and call logistics, advisors focus fully on the conversation with the policyholder.
Thanks to the voicebot and x-bees automation, our advisors are free from data entry and first-level call handling. Saving up to 1h30 a day lets us refocus on our real added value: 100% active listening and stronger proximity with our policyholders.
Myriam Harouat
Manager, Generali Béthune agency
Clients notice the difference. “Madame Harouat, I can never reach you” was a line Myriam used to hear all the time. Since Wilma, she says she never hears it any more. The agency has also gained a point on its Google rating, and when a policyholder reported an accident at 9 pm on a Tuesday, Myriam saw it in the x‑bees app and responded right away. When properly configured by an expert partner like Sinergence, AI doesn’t replace the human relationship, it strengthens it. The voicebot absorbs the call-handling workload, Wilma AI automates the admin, and the employee gets back their core role as a trusted, available and well-informed point of contact.
Requirements
The setup: what Sinergence deployed
- Deployment of the x-bees communication platform with natively integrated Wilma AI
- Setup of the agentic AI voicebot for call handling and first-level qualification
- Configuration by Sinergence of intelligent call routing
- Activation of conversational AI features: transcription and automatic summaries
Value Gained
- Increased productivity: up to 1h30 saved every day, reallocated to the customer relationship
- Automated call handling: callers routed to the right person by the agentic AI voicebot
- Full traceability: transcription and automatic summaries of every Wilma conversation
- Service continuity: any team member can pick up a customer file with accuracy
- Reduced admin workload linked to note‑taking
- Proximity preserved: advisors give their full attention to policyholders
The solution has been provided by the Wildix Partner
- Sinergence
- 15 Rue des Bazennes, 59140 Dunkerque
- 03 28 63 35 35
- sinergence.fr
