CNP Assurances and Zelros optimize the customer experience with AI
Paris, February 19, 2019
CNP Assurances partnered with the insurtech Zelros and deployed a virtual assistant using artificial intelligence technologies to facilitate the work of its customer relationship management teams in individual insurance. The Group firmly believes that end customer satisfaction is achieved by improving the experience of employees who interact with the end customer.
Since September 2018, employees in the individual insurance customer relations departments of CNP Assurances have been using the assistance of a conversational AI integrated into their working environment. Today, 600 of them regularly log in via their computers to easily access the information required for their operational activities. This improved access to information strengthens the autonomy of the teams. This assistant has already been used 30,000 times since its creation and it is scheduled to continue its deployment among 120 call centre staff in 2019.
This assistant is an interface to chat in natural language with the different databases and thus respond more quickly to customer requests. In the upcoming months, new databases will be regularly added to complete the assistant’s capabilities.
This solution offered by Zelros, a startup founded in 2016 by Christophe Bourguignat, Fabien Vauchelles and Damien Philippon, is based both on NLP (natural language processing) technology for natural language interpretation and on machine learning for continuous improvement of the tool’s response capabilities.
“We are convinced that optimizing the employee experience will ultimately improve the customer experience. Our collaboration with Zelros, with whom we share the same vision, has already brought results: employees who regularly use the virtual assistant confirmed that it facilitates access to information and frees up time for them to better focus on serving their customers,” proudly stated Frederic Fernique and Adrien Perrin, customer relations directors of networks partnering with CNP Assurances’ individual insurance.
