{"id":"AIBD-0685","title":"Cour des comptes finds that France Travail's Contact via mail matches 98% of jobseekers' emails to their senders, though its reply tool goes unused","summary":"The Cour des comptes found that France Travail's machine-learning email tool matches 98% of jobseekers' emails to their senders and that its sorting saves advisers time.","date_observed":"2026-01-08","date_basis":"source publication","date_precision":"day","benefit_status":"mixed","source_collection":null,"source_entry":null,"account":"France Travail estimates that its advisers spend about 20% of their time on email, and jobseekers sent it 34.4 million emails in 2024. Contact via mail has served advisers across France since early 2022. It has three machine-learning functions. It identifies who sent an email, sorts the email into about 20 topics and suggests a reply. In observations published on 8 January 2026, the Cour des comptes found that advisers use only the first two functions. Contact via mail matches 98% of emails to their senders and asks for more details when it cannot. The Cour found that the sorting saved advisers and managers time. Advisers do not use the reply suggestions, so these brought no efficiency gain. France Travail estimates that the workload saved equals 107 full-time posts. The Cour judges that the program's efficiency gains were limited, at a few minutes a day for email.","category":"aggregate result","unexpected":false,"purpose":"Pôle emploi built Contact via mail to identify the senders of jobseekers' emails, sort the emails by topic and suggest replies.","system":"Contact via mail (CVM)","model_version":null,"developer":"Pôle emploi, now France Travail (Intelligence emploi program)","deployer":"France Travail (advisers and managers nationwide)","location":"France (national)","domain":"Public employment services","segment":null,"benefit_type":"Repetitive Task Automation","work_activities":["4.A.2.a.2","4.A.1.b.1"],"taxonomy_note":null,"registry_ids":{},"ratings":[{"group":"organizational","depth":1,"reason":"Sender identification and topic sorting saved advisers and managers time, which France Travail puts at the equivalent of 107 full-time posts."}],"ai_role":{"status":"unassessed","statement":"The Cour reports usage and France Travail's workload estimates and compares no email handling with and without the tool. 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Contact via mail has served advisers across France since early 2022. It has three machine-learning functions. It identifies who sent an email, sorts the email into about 20 topics and suggests a reply. In observations published on 8 January 2026, the Cour des comptes found that advisers use only the first two functions. Contact via mail matches 98% of emails to their senders and asks for more details when it cannot. The Cour found that the sorting saved advisers and managers time. Advisers do not use the reply suggestions, so these brought no efficiency gain. France Travail estimates that the workload saved equals 107 full-time posts. The Cour judges that the program's efficiency gains were limited, at a few minutes a day for email."}},"provenance":{"kind":"legacy_record","basis":"Editorial assignment.","record_fields":["summary","account"],"source_refs":[]},"review_state":"record_mapped","coverage":"partial"},"systems[].autonomy_permissions":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"systems[].component_role":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"systems[].deployment_configuration":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"systems[].inputs_outputs":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"systems[].model_name":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"systems[].model_version":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"systems[].product_name":{"state":"value_present","value":{"kind":"record_fields","fields":{"system":"Contact via mail (CVM)"}},"provenance":{"kind":"legacy_record","basis":"Editorial assignment.","record_fields":["system"],"source_refs":[]},"review_state":"record_mapped","coverage":"partial"},"systems[].provider":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"taxonomy_crosswalks[]":{"state":"unresolved","provenance":{"kind":"curatorial","basis":"Editorial assignment.","record_fields":[],"source_refs":[]},"reason":"This is an explicit unresolved assignment: the sources on record do not settle this question.","review_state":"not_assessed","coverage":"partial"},"title":{"state":"value_present","value":{"kind":"record_fields","fields":{"title":"Cour des comptes finds that France Travail's Contact via mail matches 98% of jobseekers' emails to their senders, though its reply tool goes unused","headline":"*Contact via mail* sorts jobseekers' emails for France Travail advisers"}},"provenance":{"kind":"legacy_record","basis":"Editorial assignment.","record_fields":["title","headline"],"source_refs":[]},"review_state":"record_mapped","coverage":"partial"},"version":{"state":"value_present","value":{"kind":"identifiers","identifiers":["8c839d05b5cad47556b5201bd468d2c48eb0dc52ceabddc914e2debd16fab06e"],"role":"SHA-256 of the complete public record and its assessments"},"provenance":{"kind":"curatorial","basis":"SHA-256 of the public record, its assessments, and its displayed answers and notes, excluding its own identifier and the derived coverage summary.","record_fields":[],"source_refs":[]},"review_state":"record_mapped","coverage":"complete"},"workflow":{"state":"value_present","value":{"kind":"record_fields","fields":{"account":"France Travail estimates that its advisers spend about 20% of their time on email, and jobseekers sent it 34.4 million emails in 2024. Contact via mail has served advisers across France since early 2022. It has three machine-learning functions. It identifies who sent an email, sorts the email into about 20 topics and suggests a reply. In observations published on 8 January 2026, the Cour des comptes found that advisers use only the first two functions. Contact via mail matches 98% of emails to their senders and asks for more details when it cannot. The Cour found that the sorting saved advisers and managers time. Advisers do not use the reply suggestions, so these brought no efficiency gain. France Travail estimates that the workload saved equals 107 full-time posts. The Cour judges that the program's efficiency gains were limited, at a few minutes a day for email.","replication":{"produced_by":["Machine learning matched each email to its sender and sorted it into about 20 topics.","When it could not identify the sender, it sent an automatic email that asked for details."],"must_hold":["Advisers must use a function for it to save time."],"echoes":[]}}},"provenance":{"kind":"legacy_record","basis":"Editorial assignment.","record_fields":["account","replication"],"source_refs":[]},"review_state":"record_mapped","coverage":"partial"}},"summary":{"total":91,"addressed":91,"known":28,"reviewed":2,"reviewed_complete":2,"reviewed_partial":0,"record_mapped":26,"review_not_assessed":63,"not_assessed":0,"complete":false,"by_state":{"value_present":28,"not_reported":0,"unresolved":63,"not_assessed":0,"not_applicable":0,"withheld":0,"source_unavailable":0}}},"presentation_version":"cf28a379f41d6ccaa5b9e804c58703dfe740a4cd1fd84fc3825d57d8a2da4115"}