Human agents overwhelmed with low value-added telephone inquiries
« My name is Wilfried Briand, and I'm Head of Digital Transformation Programs for CNP Assurances. CNP Assurances is France’s leading provider of life insurance and term creditor insurance.
Previously, our agents were handling every single incoming call. This resulted in a significant waste of time and simply wasn’t efficient.
We wanted to better leverage the expertise of our agents by allowing them to focus on high value interactions and in-depth file processing. »