AI Serving Information in Education: The Case of Cybèle for France Éducation International (en)
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Context & Objectives
The information center responsible for recognizing foreign diplomas in France faces an exceptionally high volume of inquiries every year, hundreds of thousands of requests from an international audience with highly diverse profiles and, at times, limited proficiency in French. These requests are often complex, personal, and sensitive... especially when they concern refugees.
The main challenge: improving the response rate while ensuring a high level of quality, clarity, and reliability of information, regardless of the user’s language or situation.
Why a Chatbot?
The center decided to implement a conversational chatbot powered by traditional artificial intelligence, built upon a knowledge base containing more than 300 question–answer pairs. The chatbot was integrated into their website to handle a wide range of queries — from fees and required documents to directing users toward specialized institutions (such as the “regulated professions” resource site), while also managing very specific cases depending on user profiles.
In just six months, the chatbot was already handling 34% of all requests, a number that continued to grow, reaching over 70% in 2023.
Transition to Generative AI
In 2024, the center began exploring the integration of generative AI through a structured project:
- June: Launch of co-design workshops with the Ideta team
- September: Project organization and planning
- October: Testing phase
- January: Full deployment of the solution
The logic evolved: France Éducation transitioned from a scenario-based, clickable-path chatbot to a more fluid, conversational experience powered by generative AI — enabling open-ended questions and more natural interactions.
Now fully personified, Cybèle has become a true intelligent contact point, capable of delivering precise, empathetic, and context-aware responses — all while adapting to the user’s profile and language (supporting up to 150 languages).
Tangible Results
- 2× increase in the number of questions asked on key pages such as “File Submission”
- A chatbot widely adopted and perceived as a genuine “member of the team”
- A notable rise in user satisfaction, thanks to improved personalization and relevance
Project Organization & Collaboration
« The project was conducted with great rigor, in constant collaboration with the Ideta team. Everything went smoothly. Laurent, our project manager, was always available for the necessary adjustments.»
Aure PONNELLE, Head of the Management Unit – Diploma Recognition Department
Consistent monitoring, careful optimization of the question tree, and weekly updates of the glossary have all contributed to making this project an operational success.
What’s Next?
France Éducation aims to go even further by:
- Continuing to enrich the knowledge base to make Cybèle the single entry point (across email, social media, and phone)
- Connecting the chatbot to a CRM for improved request management
- Leveraging Ideta’s dashboards to analyze KPIs and usage data for continuous service improvement
A great example of smart, human-centered digital transformation — where artificial intelligence truly serves accessibility and the user experience.
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