Data & AI
PIONEERING THE FUTURE OF INSURANCE WITH AI
At BNP Paribas Cardif, we leverage artificial intelligence to revolutionise insurance, enhancing our service to 80 million customers through a billion interactions annually. Our commitment to AI innovation is evident in how we manage claims, ensure sales quality, enhance customer service, and uphold ethical practices.
Revolutionising claims management with AI
With over 100 million claims processed each year, AI is critical to streamlining our operations. We design our processes to foster simplicity and speed. For instance, we reduce the number of required documents and, with our internal solution CardX, we automate document processing to ensure a smoother, faster claims process.
By employing predictive models, there are also situations where we can automate up to 90% of accepted claims, significantly reducing processing times – from weeks to minutes. Another example, our collaboration with Orange in France allows for immediate claim acceptance for mobile phone insurance, cutting response times from two hours to just 10 seconds.
Ensuring sales quality with AI
Ensuring compliance in our millions of sales processes is paramount. AI helps us to monitor and analyse these conversations, identifying any discrepancies or areas where customer interest might be at risk. For example, our Call Analyzer internal solution uses AI to transcribe and analyse calls across different regions and languages. This ensures that sales practices are compliant, and customer’s needs are fully understood and met.
Data science is revolutionising our process and the value we offer to our insurance customers”
michael de toldi, Chief analytics oFFICER
Enhancing customer service
AI also plays a pivotal role in improving our customer service. Thanks to AI solutions we can automate routine tasks such as AI-enhanced email management, document processing, drastically reducing the time required for these activities. This automation allows our employees to focus on more complex, high-value interactions, enhancing overall customer satisfaction. Moreover, we can easily extract insights from customer feedback thanks to AI verbatim analysis but also anticipate the detractors or complaints with predictive NPS to continuously improve our offer and services.
Discover the impact of AI on assurance and its customers
Michael de Toldi, Chief Analytics Officer, and Sandrine Aymes, Analytics Manager, share their expertise on AI in insurance.
Commitment to Ethical AI
Our approach to AI is rooted in safe and ethical considerations with a strong AI governance framework. We prioritise transparency and fairness, and constant supervision so that our models are and remain correct and fair. As an example, human oversight must always be in place for critical decisions: AI cannot automatically decline a claim. We carefully select the right AI models for the right use cases, balancing technological advancements with cost, size, explicability and of course the need for human empathy and expertise.
AI-powered innovations
At BNP Paribas Cardif we see AI & Generative AI as a transformative lever for our processes, our offers and projects for years. For instance, we have developed highly skilled internal teams and adopted very early the centralised, and secured data science platform Domino Datalab to serve our ambition.
We opt to continuously enhance solution functionalities and accelerate project deliveries. As we continue to innovate, our focus remains on creating value for our partners, customers, and employees, ensuring that AI augments them smartly, keeping the people at the core. To allow this, our strong international AI community strives to develop an AI culture in our company.
By harnessing AI, BNP Paribas Cardif is not just transforming insurance today – we are shaping the future of the industry.
