Augmented advisory channels

For customers

In the past year, over 80,000 customers have had their questions answered in a simple, independent and fun way by the Dial Once omnichannel contact platform. CNP Assurances is available and operational 24/7 via PC, tablet or smartphone, email or SMS text, via the customer website or by talking to an advisor. The fact that 23% of customer contacts were recorded outside customer service opening hours in the first year of the trial is clear evidence of this. The solution, which was designed jointly by employees, the Dial Once startup and customers, has been rolled out in agile mode to keep making improvements to digital pathways. The next step is to extend the solution to all customers of CNP Assurances’ partner networks.

For employees

Employee experience optimisation ultimately translates into a superior customer experience. CNP Assurances firmly believes this, and it has launched a slew of initiatives and technological innovations to simplify their task.

The chatbot virtual assistant set upwith the Zelros startup enables individual insurance CRM agents to access to the relevant information without having to look for it so they can provide customers with rapid and accurate answers.

Over a six-month period, the assistant was used 30,000 times, and the system was extended to 120 call-centre employees in 2019. The solution harnesses artificial intelligence so that CNP Assurances’ “augmented” employees can use their time and skills more profitably.

 

“We are convinced that employee experience optimisation ultimately translates into a superior customer experience. Our collaboration with innovative startups with which we share the same vision is already paying off. The employees who use the virtual assistant on a regular basis have confirmed to us that it makes it easier to access information and frees them up to focus on meeting the needs of their customers.”
Frédéric Fernique, Head of Customer Relationships, BPCE Partnership
and Adrien Perrin, Head of Customer Relationships, La Banque Postale Partnership