Deep dive into AI-augmented advice
The switch from paper to electronic documents, bot assistants, artificial intelligence and omnichannel are four levers for delivering an enchanting experience to policyholders – collaboratively.
Voicebot: a bot that can talk and learn
When customers need to make a claim, they feel happier if they can do so immediately, even outside customer service opening hours. That’s when the voicebot now steps in. The bot starts a conversation in natural language and guides the policyholder through the process of filing their claim – from checking their policy through to launching the process. Dozens of customers have tested the bot and given it the thumbs-up. And that’s just for starters. The bot employs highly innovative technologies that enable it to learn. With each call it takes, the bot learns and refines its CRM techniques.
The goal is to take calls right around the clock, seven days a week and to keep human contact for what matters most.
950,000 paper documents already converted to electronic form
In what was an eagerly awaited project, incoming paper documents are now converted to electronic form, initially to optimise interactions with La Banque Postale’s customers by giving all the customer relationship teams a shared view of customer files. This large-scale project was completed in less than one year, by adopting an agile approach and a novel mindset. Numé@ enlisted the help of all the relevant departments, the La Banque Postale business unit of course, and, for the first time, dozens of users in the Angers and Arcueil area, who manage customer relations on a daily basis and know it better than anyone. The project team listened to them throughout the design process for Numé@, and the user benefits are evident – instant access to files, records and notes made in them, all of which make for happier customers.
Numé@ is the first milestone in CNP Assurances’ transition to a paper-free environment.
#Chatbot : 360° vision
Why not use artificial intelligence to make life simpler for customer account managers ? That’s what this chatbot, which can be accessed from our instant messaging system, is designed to do.
It can use data scattered until now across several information systems and it provides an instant overview of all customer incidents, including any payment issues. Jointly designed by employees from the whole range of horizons – CRM, business monitoring, digital, quality – with assistance from a start-up, the chatbot encapsulates CNP Assurances’ new collaborative customer and employee-focused approach.
Omni-channel contacts, an effective and rapid customer orientation platform
Putting customers rapidly in contact with the right person is a never-ending challenge.
Given the vast number of our distribution partners and the diversity of our business areas, the public can contact CNP Assurances on 120 different phone numbers! To address the problem, a number of people and departments worked on identifying the various possible customer pathways and guiding them as effectively as possible. The solution is a unique contact platform accessible via a smartphone app, a mobile site and/or on a PC or tablet. It guides customers to the right department without their having to go via the switchboard or a customer service manager so that they can get a rapid answer to their query, even outside normal opening hours.
Of course CNP Assurances makes sure customers are not left to fend for themselves with the interface – at any point, they can contact an advisor by phone.
The next developments planned are to provide SMS text message access to the platform, display context for the customer service team, add new pathways for more complex queries, and provide enhanced accessibility for deaf customers, using a solution that emerged from the Open Innovation Challenge.