Cotral accelerates the sorting and processing of requests with Miralia
50 000
Messages processed per year
5 min
Saved per email
10
Message categories processed
Founded in 1995, Cotral Lab designs, manufactures, and distributes custom-made hearing protection for professionals. Today, it is the global leader in custom hearing protection, with more than 2 million users across 30,000 companies worldwide.
Retail and E-commerce
250 - 499
2025
Challenge
As a French industrial player, Cotral Lab faces a very high daily volume of logistical exchanges with its customers. Teams receive numerous emails related to delivery tracking, logistical issues, and after-sales service (ASS) operations.
This situation creates several challenges:
- Quickly identifying the nature of requests among a large volume of messages
- Reducing the time spent reading and manually sorting emails
- Improving the reliability of request categorization to ensure better delivery tracking and optimal service continuity
To address these challenges, Cotral sought to automate and accelerate message sorting, while taking into account customer context and language, in order to efficiently route each request to the appropriate processing flow.
Why Miralia?
With Miralia, Cotral automated several key steps in handling customer requests:
- Incoming emails and their attachments are automatically categorized and routed to the appropriate departments
- Key information (reference, number, amount, etc.) is extracted from messages and attachments
These automations enabled teams to significantly reduce the time spent reading and qualifying messages.
Solution
To optimize the processing of emails related to logistics and delivery tracking, Cotral Lab deployed the Miralia artificial intelligence solution. This technology automatically sorts incoming messages, extracts key information (such as references, order numbers, or amounts), and significantly reduces the time required for manual reading and qualification..
The AI also identifies recurring requests (delays, errors, incomplete deliveries, or after-sales service requests) and routes each email to the appropriate business workflow, ensuring fast and consistent handling.
Thanks to this automation, 50,000 messages are processed each year, 12 attachment categories and 10 message categories are automatically recognized and essential information is extracted reliably and instantly.
Impact
The implementation of the solution delivered concrete and measurable results:
- The processing time per order was significantly reduced, through automated sorting and categorization
- The repetitive manual tasks were minimized, allowing teams to focus on higher value-added activities
These combined gains resulted in improved operational performance and enhanced customer satisfaction.
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