CNP Assurances automates 90% of repetitive calls with voice AI

Case study

Summary

At CNP Assurances, the "accidents of life" claims department was overwhelmed with unqualified calls, resulting in a significant deterioration in service quality.

The insurer set up the AI-powered voice agent "Julie" to better qualify, route and support callers.

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Key figures

100%

Achieved in quality of service (+70 pts.)

45 000

Interactions avoided every year.

90 %

of calls dissuaded by the voice agent.

"The challenge we set to ourselves, with the team, was to succeed in gaining agility to go as fast as calldesk did.""

Wilfried Briand
Head of digital transformation for loan insurance

Discover CNP's voice agent project

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