Euro-Information
25 September, 2025
Reading time : 2 min.
Euro-Information, the technology subsidiary of Crédit Mutuel*, was looking for a high-performance speech-to-text solution to enhance the customer experience, free up more time for client advisors to focus on customer relations, and optimize the workload of the Contact Center.
* EURO-INFORMATION manages, among other things, the Information System (IS) for 16 Crédit Mutuel regional federations, all CIC banks, and all subsidiaries operating in financial, technology, insurance, real estate, consumer credit, private banking, and corporate finance.
The MediaSpeech Live solution was deployed to transcribe the reasons behind customer calls. The speech-to-text system enabled:
- Users to speak naturally to the IVR (Interactive Voice Response), offering a smoother and simpler experience
- Accurate identification of the customer’s request to direct them to the most relevant service
- Better use of the AI solution to support advisors and call centers
- Identification of the most frequent reasons for contact, allowing the deployment of selfcare services when appropriate
- Provision of usage statistics from the NLU IVR to branches and contact centers
This solution significantly improved efficiency in call processing and duration, while also helping operators upskill:
- Innovation in the telephone relationship with clients and members
- Reduced wait times and frustration
- Fewer calls redirected to advisors, without breaking the customer relationship
- Faster call handling
- Easier call qualification for customer service representatives
- Support in identifying services where selfcare adds real value
- Improved satisfaction among clients and members regarding the new IVR
“With real-time speech-to-text, we are introducing innovation into our phone interactions with clients and members. The branches and agencies using this new system have expressed their satisfaction, and a survey among our clients and members shows it is highly appreciated.”
Thibaud KRYCHOWSKI
Project Manager – Telephony Solutions – Euro-Information
Key figures & KPIs
3 500
Crédit Mutuel or CIC points of sale equipped in France
+94%
average recognition rate, based on the confidence value returned for each transcription
Figures provided by the client
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