The Innovation Ambassadors program counting 84 innovative projects submitted from 24 countries worldwide in 2024, shows that innovation can be found everywhere at BNP Paribas Cardif. Discover how BNP Paribas Cardif automates its call analysis processes through AI and the Call Analyzer solution.

Could you please introduce yourself briefly?  

My name is Jérôme Sarrail. Following several years as Chief Risk Officer for EMEA at BNP Paribas Cardif, I joined in late 2024 the Corporate Analytics department to drive the adoption of AI solutions across our entities.

In my current role, I wear multiple hats, including Product Manager of Call Analyzer, an innovative, internally-developed solution that utilizes AI to automatically extract valuable insights from customer interactions.

As Product Manager, my responsibilities include defining the product roadmap, coordinating the development of new features, and deploying new use cases that address the needs of our customers. 

Tell us about your project: your main focus, what it is, how it came about and what it will bring to BNP Paribas Cardif

The first use cases of Call Analyzer were launched in Q4 2023 in Peru and Colombia, with the audit of telemarketing calls. To guarantee the integrity of the sales process, our solution incorporated automated controls that monitor adherence to the sales script and streamline cross-selling process, thereby enhancing overall efficiency.

Building on this achievement, we expanded our efforts in 2024 to explore two dimensions:

Firstly, we harnessed the power of Generative AI and Large Language Models (“LLM”) to enhance our solution. This integration has enabled us to reduce annotation workload (resulting in faster time-to-market) and more sophisticated analysis of customer interactions.

Secondly, we broadened our scope to develop a new family of use cases focused on understanding customers’ needs and pain points, complementing our existing audit-related use cases.

These advancements have paved the way for the deployment of several use cases in 2025, which are expected to bring benefits to various stakeholders, including customers, partners, and employees.

What did you find most striking/surprising during this project (perhaps you have a joke to tell us)?

Every AI project starts with data.

What struck me most was the unexpected hurdles we faced in accessing and using our own call data. It’s easy to assume that obtaining the necessary information would be straightforward, but in reality, it often proved to be a significant challenge: contract with our call centers to access to call recordings, issues with inconsistent audio formats (some calls were recorded in mono, while others were in stereo). Furthermore, we had to carefully consider the storage and security of the calls to guarantee a safe and compliant data journey, particularly when dealing with sensitive information.

In practice, the time required for managing these issues frequently exceeds the estimates outlined in plans and roadmaps.

What advice would you give to employees who also want to innovate?

In the rapidly evolving fields of AI and Gen AI, it’s essential to have a mindset that scales. This means limiting the time spent on proof-of-concepts (POCs) and focusing on collaborative teamwork to industrialize new ideas from scratch.

At BNP Paribas Cardif, we’ve successfully built Transversal Analytics Solutions to harness the power of AI and drive value creation across our global teams. These solutions are developed through a strong partnership between our Corporate Analytics, IT, and Data teams, demonstrating the importance of cross-functional collaboration in bringing innovative ideas to life.

The Innovation Ambassadors program counting 84 innovative projects submitted from 24 countries worldwide in 2024, shows that innovation can be found everywhere at BNP Paribas Cardif. Discover how BNP Paribas Cardif and Icare automates claim management for cars.

Could you please introduce yourself briefly?  

My name is Elena Tsitouris and I work at ICARE, a BNP Paribas Cardif subsidiary specialising in mechanical breakdown warranty and used-vehicle maintenance contracts. I’ve been a Digital and Data Project Manager for seven years now.

In practical terms, my team and I are responsible for outlining, implementing and rolling out the digital services of tomorrow for our partners, customers and internal employees. A 360° project management job with lots of freedom, there’s never a dull moment! 

I have a little girl and a second one on the way and I’m always listening to a lifestyle or cultural podcast! 

Tell us about your project: your main focus, what it is, how it came about and what it will bring to BNP Paribas Cardif

Our technical platform in Le Mans has always been a strong differentiating asset for Icare, and one that is highly valued by our partners and customers because of the short response time and the expertise of our operators, most of whom are former mechanics.

But our accelerating development, particularly on an international scale, has led us to rethink our model. Automation has emerged as an obvious response to our growing business. And so the Claim Automation project was born!

Encouraged by feedback from other Group entities (BNP Paribas Cardif in Spain, Karapass, etc.) and supported by a team entirely dedicated to this project, which is important, we were able start the work. This involved:

• The development of an analytical model for the automatic approval of claims based on the industry expertise of our operators
• Many UX workshops to improve the online claim filing experience
• Major IT developments to streamline workflow 

Today, we’re proud to have an average of 1,000 claims approved automatically every month, and our goal is to reach 2,000 claims per month by September 2025.

What did you find most striking/surprising during this project (perhaps you have a joke to tell us)?

I was impressed by the level of technical expertise and know-how of our technical platform. A car is made up of approximately 900 parts. From an industrial point of view, it’s a technological marvel. I also discovered the sustainable side of automotive after-sales services: re-used parts, parts recycling, etc.

And the fact that, strangely enough, there are very few digital platforms in France that cater to repair shops. As someone who originally came from the insurance sector, I was able to discover the automotive side of my job.

What advice would you give to employees who also want to innovate?

Securing support from management very much helps bring your innovation to life. Having strong support helps to create an environment that is conducive to innovation – in terms of resources, of course, but also a secure workspace that leaves room for iteration and failure.

Lastly, I’m not telling you anything new, but having dedicated IT teams working full-time on the project is a major asset. 

As the Latin American insurance market undergoes rapid digitalisation, BNP Paribas Cardif is leading the way with its new Insurance Distribution Platform (IDP). Designed for agility, speed, and scalability, IDP is already transforming the way insurance is distributed across the region. From banking and consumer finance to retail and automotive industries, the platform empowers BNP Paribas Cardif’s partners to deploy customised insurance solutions with unprecedented speed and ease.

Pierre-Henri Zoller, Deputy CEO of BNP Paribas Cardif in Latin America, gives his view on the way IDP works, its impact, and the ambitious vision of insurance-as-a-service behind it.

What exactly is IDP, and why is it such a significant innovation?

Pierre-Henri Zoller:
Our distribution platform IDP represents a radical shift towards Insurance-as-a-Service. It’s a fully modular, API-first platform that integrates effortlessly with our distribution partners’ digital ecosystems. What makes it truly innovative is the speed and flexibility it offers. Launch timelines have moved from several months to just a few weeks and that’s a game-changer in a fast-moving market like Latin America.

Beyond technology, IDP also changes the way we think about partnerships. It gives our partners the right tools to tailor insurance offers to their needs, to manage claims, to monitor performance, and optimise the entire journey of their customers in real time—all within a single, unified platform.

What makes this platform stand out compared to traditional distribution insurance schemes?

Pierre-Henri Zoller:
Actually, two things: scalability and end-to-end integration. With IDP, we cover the entire insurance lifecycle—pre-sales, sales, after-sales, and claims management. And we do it in a way that’s completely transparent, thanks to real-time dashboards and data insights. It’s not just about simplifying processes, it’s about giving our partners complete control over the products and visibility.

We also designed it to be easily understandable and usable, true to our mission to make insurance more accessible. Whether our partner is a bank, a fintech, an automotive group, or a retailer, the platform adapts to their requirements. And because IDP is modular, we can roll out just the pieces our partners need, when they need them.

What products does IDP support, and how does it help BNP Paribas Cardif’s partners stand out?

Pierre-Henri Zoller:
The platform supports a wide range of products: creditor protection insurance (CPI), life, health, property & casualty, and home insurance. But what is truly differentiating is that it gives our partners the ability to launch and adapt products quickly. That is where lies its real value.

We provide ready-to-use templates and pre-configured APIs, so even complex insurance products can be deployed fast, without heavy development work. This helps our partners remain agile, test new offerings, and fine-tune them based on real-time feedback.

How has IDP performed in real-life deployments?

Pierre-Henri Zoller:
Our pilot in Colombia was extremely promising. We managed to integrate seamlessly with local IT systems, which proved the platform’s agility and adaptability. It gave us a blueprint for regional expansion—and we are now actively rolling it out in Mexico, Chile, Brazil, and Peru.

We have already observed efficiency gains, faster time-to-market, and better alignment with customer expectations. It also had a positive impact on compliance and data governance, thanks to its built-in monitoring tools.

What does the future look like for IDP in Latin America?

Pierre-Henri Zoller:
By 2026, we plan to make IDP the backbone of our insurance distribution across the region. It’s not just a tool,it’s a strategic enabler. It helps our partners accelerate their digital transformation, improves customer satisfaction, and strengthens our position as a leading digital player. In a landscape where agility defines success, IDP enables us all to stay ahead of the curve.

BNP Paribas Cardif has taken a major step to improve access to credit for people who have successfully fought prostate, testicular or breast cancer. These people can now take out credit protector insurance (CPI) when they purchase real estate, and for either personal or professional use, without any premiums surcharge or exclusionary clauses, and without having to wait for the end of the five-year waiting period stipulated in France’s “droit à l’oubli” (“right to be forgotten”) legislation.

Nearly 550,000 men in France were covered by the national health insurance system in 2021 following a diagnosis of prostate cancer – the most common cancer among men, accounting for 25% of male cancers. Testicular cancer mainly affects men aged 15 to 45 , while breast cancer represents 33% of female cancers.

Given this situation, BNP Paribas Cardif is facilitating access to property loans, ensuring that people who have completed active cancer treatment and do not have any other medical condition can benefit from standard insurance rates for loans of up to one million euros, without any extra premiums or exclusions. This measure is applicable for all creditor insurance policies distributed in France for the acquisition of real estate and for either personal or professional use.

Creditor insurance strengthens customer protection by guaranteeing the repayment of monthly loan instalments if the borrower is obliged to take sick leave. This insurance also covers repayment of outstanding loan principal in the event of death, disability, work incapacity and/or loss of employment. BNP Paribas Cardif is pursuing its mission of making insurance more accessible by going beyond the recommendations of the AREAS agreement on insurance coverage for people with serious or aggravated health risk to better support its policyholders in the face of life contingencies.

For more than 15 years, the insurer has regularly taken medical advances into account and introduced concrete changes that simplify access to creditor insurance. These measures have already been implemented for people suffering from asthma, Parkinson’s disease, gestational diabetes, paraplegia, tetraplegia and inflammatory bowel disease (IBD) such as Crohn’s disease or ulcerative colitis. In December 2024, terms for improved access to borrower insurance were also extended to people living with HIV whose viral load is undetectable at the time of insurance subscription.

“Our priority has for many years been to provide better coverage for our customers and protect them against unexpected life events, while helping them pursue plans for real estate purchases. After recently making it easier to obtain borrower insurance for people with inflammatory bowel disease or people living with HIV whose viral load is undetectable, we are marking further progress today. Our new measures enable people who have had prostate, testicular or breast cancer and who have completed their therapeutic protocol to take out insurance without additional premiums or exclusionary clauses. We’re extremely proud of this significant step forward,” says Fabrice Bagne, BNP Paribas Cardif Deputy Chief Executive Officer, France.

CDC Investissement Immobilier, the real estate asset management unit of Caisse des Dépôts, and BNP Paribas Cardif have taken delivery from Emerige,Interconstruction and Brownfields of 295 housing units in the Fauvelles neighbourhood in the Paris suburb of Courbevoie.

Designed by Bridot Partenaires Architectes, this project is located at the corner of Rue des Fauvelles and Avenue de l’Arche, near the La Défense business district. The 295 residences span nearly 20,000 square metres of living space around a large 557-square-metre central landscaped courtyard. The complex also has 241 parking
spaces.

The units feature high-end amenities and services, including solid wood flooring,
kitchens pre-equipped with certain essential appliances and fixtures,
connected parcel boxes and more.

Generous interior volumes are extended
by a large number of outdoor spaces that measure 13 square meters on
average. What’s more, common areas have been decorated by interior
designer Corinne Crenn.

This project has been certified to the most demanding environment and
energy efficiency standards. The complex has been awarded NF Habitat HQE

Excellent level (six stars) and Effinergie+ certifications. In addition, it has
received the BiodiverCity label and complies with the RT 2012 -30% standard.
The residences are part of a major urban development project that also
includes intermediate and social housing, shops, a municipal swimming pool
and a gymnasium.

Apartments in the complex are currently available for rent under open-market
lease agreements.
With this latest project, CDC Investissement Immobilier continues to pursue a
dynamic residential real estate strategy and now manages more than 3,400
housing units.

By participating in this new environmentally-efficient project, BNP Paribas
Cardif continues to strengthen the share of its real estate portfolio allocated to
residential property. Residential real estate investments currently represent
nearly 20% of the insurer’s real estate portfolio, totalling over 2 billion euros.
Colliers Global Investors France advised the investors for the technical aspects
of the handover process.

In today’s fast-evolving banking sector, easy access and simplicity are essential success drivers. This is why Nickel – a French fintech and part of the BNP Paribas group that is democratising access to basic banking services – decided to expand its offering with a new 100% digital comprehensive home insurance solution. To develop the new product, Nickel teamed with BNP Paribas Cardif and Lemonade, an insurtech recognised for cutting-edge technology.

It took the partners just six months to create an innovative insurance solution that is both broadly accessible and simple to use, aligned with the expectations of Nickel customers.  Nickel Chief Executive Officer Marie Degrand-Guillaud and Marine Perraud, Head of Alternative Distribution for BNP Paribas Cardif in France, talk about the success factors that underpin this partnership.

• Pre-tax net profit of 1.6 billion euros for full-year 2024, up 13% compared to 2023
• Gross written premiums of 36.4 billion euros at end-2024, up 21% compared to 2023
• 287 billion euros in assets under management, up 13% compared to 2023
• Over one hundred partnerships renewed or signed in 2024

2024 results up sharply 

BNP Paribas Cardif continued its growth trajectory with pre-tax net profit of 1.6 billion euros in 2024, up 13% compared to 2023. Gross written premiums for the BNP Paribas Group’s Insurance Business Line reached 36.4 billion euros, an increase of 21% compared to 2023. At the end of 2024, assets under management totalled 287 billion euros, up 13% compared to the end of 2023.

BNP Paribas Cardif operates in 30 countries and generates nearly half of its gross written premiums (48% in 2024) outside of France. Leveraging its diversified partnership model, the insurer, a global leader in bancassurance partnerships, generates more than half of its gross written premiums (52% in 2024) with partners outside the BNP Paribas Group.

Gross inflows in savings worldwide amounted to 28.3 billion euros at the end of 2024 (+24%), with 34% in unit-linked products. In France, savings inflows increased by 15% compared to 2023, reaching 16.9 billion euros. Internationally, gross inflows stood at 11.5 billion euros, up 40% compared to 2023. 

Protection gross written premiums reached 8 billion euros in 2024, up 11% compared to 2023. In France, gross written premiums were up 5% to 1.9 billion euros, energised by property and casualty insurance, which recorded 12% growth, and by affinity insurance with nearly 1.9 million customers at the end of 2024. In international markets, protection gross written premiums reached 6.1 billion euros, an increase of 14% compared to 2023. Growth in Latin America was driven by the rollout of long-term partnerships, particularly in Brazil, where gross written premiums totalled 1.9 billion euros, up 13% compared to 2023. In Europe (excluding France) and other countries, business was up 16% over 2023, with gross written premiums of 3.2 billion euros. Asia recorded gross written premiums of 1.1 billion euros (+10% compared to 2023).

Over one hundred partnerships renewed or signed in 2024 to strengthen products and services for policyholders

The strength of BNP Paribas Cardif’s partnership model was once again manifest in 2024 with the development of key partnerships in Italy with the BCC Iccrea cooperative banking group and in France with the private bank Neuflize OBC. These two major partnerships will enable the insurer to consolidate its leadership in savings and tap into new distribution networks. In France, BNP Paribas Cardif, convinced that life insurance is an essential vehicle that allows French savers to grow their savings and at the same time help finance the economy, relies on a diversified euro fund with a net rate excluding bonuses of at least 2.75% for 96% of its life insurance and capitalisation contracts in 2024. A prudent long-term management strategy and solid reserves allow BNP Paribas Cardif to support its policyholders’ projects and savings objectives over extended periods, with attractive returns on their savings.

The renewal or signing of over one hundred partnerships in 2024 will support long-term business development and strengthen product offerings for policyholders. This dynamism is reflected in new agreements in creditor insurance, a segment where BNP Paribas Cardif is the global leader*. In France, for example, BNP Paribas Cardif has concluded a new partnership with Simulassur, the Magnolia Group’s B2B marketplace specialising in loan insurance, to expand access to its “Cardif Libertés Emprunteur” contract to new brokers and clients. It has also launched new creditor insurance offerings, including in the Nordic countries with the digital bank Northmill. At the beginning of 2025 in France, BNP Paribas Cardif continued to develop its affinity insurance business, notably with the renewal of its partnership with Orange. 

Positive impact drives growth and trust for clients and partners 

As shown by the results of the global study entitled “Protect & Project Oneself” , conducted by BNP Paribas Cardif, demand for protection insurance remained significant in 2024. To address concerns and support individual client projects, BNP Paribas Cardif is continually guided by its mission to make insurance more accessible. By making insurance more inclusive, more understandable, easier to subscribe and to use, BNP Paribas Cardif helps individuals better protect themselves to better plan for the future. This is the case in individual protection solutions with the introduction of a new and educational approach based on a personalised diagnosis, allowing BNP Paribas French Commercial Banking to offer clients the most appropriate level of protection for themselves and their loved ones. This approach as a responsible insurer is also reflected in improving subscription conditions for creditor insurance for people undergoing treatment for HIV in France, going beyond the criteria set by the AERAS agreement, by now approving without additional premium surcharge or exclusions patients with an undetectable viral load at the time of subscription and for loans up to €1 million. This action is part of a broader approach taken for over the past 15 years to offer coverage to the most vulnerable segments of the population under optimal terms and conditions. Additionally, in 2024, BNP Paribas Cardif expanded coverage of the Total Temporary Disability guarantee in its “Cardif Libertés Emprunteur” contract, marketed in France by brokers, financial advisors, and on Cardif.fr. This “Family Assistance” guarantee – which has two components, “parental presence” and “family caregiver” – now better meets the expectations of families facing difficult life events.

BNP Paribas Cardif considers positive impact to be a foundational element in its investment strategy, convinced that this commitment is a factor that nurtures trust among its clients and partners. The insurer implements a responsible investment policy and applies an ESG filter to investments in its general fund. In 2024, 96% of the assets in BNP Paribas Cardif’s euro funds in France underwent ESG analysis, and more than 33% of unit-linked assets are invested in responsible vehicles , representing 19.4 billion euros. BNP Paribas Cardif, which actively implements the BNP Paribas Group’s energy transition policy, has been committed since 2021 to supporting the transition to a low-carbon economy reducing greenhouse gas emissions in its investment portfolios and contributing to compliance with the Paris Agreement. At the end of 2024, the carbon footprint (Scopes 1 and 2 ) of its directly held equity and corporate bond portfolio in the assets of its euro funds had continued to decrease by at least 50% compared to the end of 2020. This approach is also supported by investments aimed at supporting impact initiatives. BNP Paribas Cardif recorded 3 billion euros in positive impact investments addressing environmental and societal issues during 2024, which corresponds to an average of 2 billion euros per year since 2019. 

This commitment to positive impact for the benefit of stakeholders is also reflected in actions taken by BNP Paribas Cardif in favour of a more inclusive society. In 2024, BNP Paribas Cardif and Sistech, an association that supports employment for refugee women in technology and digital professions, signed a partnership to support the association’s beneficiaries. The initiative is part of the “Women & Girls in Tech” program, supported by the BNP Paribas Group. This program aims to promote the recruitment of women in digital and IT fields. In addition, because the number of obesity cases is increasing significantly worldwide, BNP Paribas Cardif has been mobilised since 2021 around the prevention of overweight and obesity. The approach centres on funding research with an international group of doctors and nutrition expert researchers, and supporting several associations worldwide dedicated to preventing overweight and obesity in young people. The program has already benefited 650,000 children and 2 million people, including their family members, in 13 countries.

Technology and artificial intelligence to better serve human needs and increase customer satisfaction

BNP Paribas Cardif firmly believes that technology, particularly artificial intelligence, is key to improving customer satisfaction and supporting partners with quality products and optimised processes. Some 80 AI use cases are currently in production at BNP Paribas Cardif, including 20 dedicated to claims management. The “CardX” solution developed in 2021 to accelerate claims management and automate document processing already handles over 50,000 pages per month in Brazil, Colombia, Spain, and Poland in 2024. New solutions were also deployed in 2024, including with Orange in France, where BNP Paribas Cardif introduced an automatic claims acceptance process based on a score calculated using artificial intelligence. This allows eligible claims declared by policyholders for their mobile devices to be accepted in just seconds.

An insurer’s business involves numerous interactions with its clients. For BNP Paribas Cardif, analyzing and understanding this mass of information is essential to meet the needs for immediacy and efficiency. Its objective is to design simple and accessible customer experiences to meet its three major challenges: raising the level of protection for a greater number of policyholders through greater personalisation and loyalty, improving the customer experience through automation, and optimising processes to meet the expectations of customers and partners.

 The Innovation Ambassadors program counting 84 innovative projects submitted from 24 countries worldwide in 2024, shows that innovation can be found everywhere at BNP Paribas Cardif. Discover how BNP Paribas Cardif, in partnership with Orange, enables the processing of claims for phone damage and oxidation in just a few seconds. 

Introduce yourself briefly: country, division, main tasks, personal interests outside the company (e.g., leisure and hobbies)

My name is Tom Thiberge and I’ve been working for BNP Paribas Cardif for 10 years now, having started here on a work-study programme. A few months ago, I joined Karapass, a subsidiary specialising in affinity insurance products, where I manage a data team. My role is to develop and promote our data services and analytics offer from an operational perspective, while steering Karapass towards a resolutely AI-driven approach, meaning an approach where AI plays a central role in decision-making, automation and process optimisation. 

Outside work, I love making pizza and I’m a football fan, a fervent supporter of AS Monaco.

Tell us about your project: its main focus, what is its about, how it came about, and what it will bring to BNP Paribas Cardif. 

Because phones are so central to our lives, we had to offer our customers an immediate solution in the event of a claim. Thanks to AI, we have reduced claims acceptance times from an average of two hours to just a few seconds. Responding in less than five seconds is not only a technological feat, but also a powerful lever for increasing customer satisfaction.

This innovation is based on a score calculated by AI using data from the claim report and the applicant’s history. It allows claims related to broken or oxidised phones to be accepted in a matter of seconds, for fast processing even in the evening or at the weekend.  For more complex claims that cannot be handled by AI, policyholders are automatically redirected toward the traditional process with specialised claims managers. Customers can also choose to be assisted by a claims manager and forgo the automatic approval process.

Implementing this solution in collaboration with our partner Orange illustrates our shared desire to offer an optimal customer experience by providing immediate and effective responses at every stage of the process.

Our determination to be a market maker in the affinity insurance sector is reflected in this solution, which creates value at every level: for our customers, our partners, our employees and for the group.

What did you find most striking/surprising during this project (perhaps you have an anecdote to tell us)? 

The ability to meet our commitments in a very short space of time, despite a dense roadmap. This was made possible by our teams of experts and their exceptional commitment. The success of the project is also due to the commitment of our employees, who have gone beyond the scope of their jobs to ensure that it was successful.

What advice would you give to employees who also want to innovate? 

It is essential for employees to be proactive and able to connect their area of expertise to the industrial processes that have to be integrated. We must always ask ourselves the question of what is the added value of innovation and then provide a concrete answer.

For a project to be successful, I think three essential success factors need to be in place:

•    Innovation must be part of an industrialisable process and provide clearly measurable value, especially for the core business.
•    Teams must be aligned from the design to the delivery stage, and effective, regular exchanges must take place with the sponsor and/or decision-maker.
•    Stakeholders must be committed to delivering a solution.

The Innovation Ambassadors program counting 84 innovative projects submitted from 24 countries worldwide in 2024, shows that innovation can be found everywhere at BNP Paribas Cardif.
Learn more about the importance of continuous education in the distribution industry and how BNP Paribas Cardif in Japan, by leveraging Tovie.Al Tutor Bot, helps our partner salespeople develop a better understanding of CPI products.

CIn recent years, my focus has been on analytics. We have conducted a series of analyses on both internal and external data, which has helped strengthen our partnerships through data-driven insights.

In terms of innovation, last year, we introduced a chatbot for customer education, which we call the CPI Tutor. This project has been an exciting initiative within our company, enhancing customer engagement and learning experiences.

Outside of work, I enjoy product making. In my free time, I experiment with making cheese and occasionally bread at home.

Tell us about your project: its main focus, what is is about, how it came about, and what it will bring to BNP Paribas Cardif.

Our project aims to enhance the education of our partner salespeople, helping them develop a better understanding of CPI products. By strengthening their foundational knowledge, they can offer and distribute more suitable plans to end users.

To achieve this goal, we have been conducting CPI Tutor lessons for our partner sales teams. However, due to limited human resources,-our team consists of only four people-it has been challenging to scale these sessions nationwide. Additionally, we work with approximately 70 partners, many of whom have more than tens of branches, resulting in a large number of salespeople to train.

Given these challenges, we came up with the idea of leveraging chatbots to provide remote educational courses. This approach allows us to deliver training more efficiently and ensure broader accessibility for our partners. Additionally, by offering digitalized services like CPI Tutor, we aim to showcase our company digital transformation capabilities. This tool not only enhances training but also serves as a valuable asset in negotiations with our partners, demonstrating our technological strengths and innovation.

Also, this is the first project in BNP Paribas Cardif to utilize Tovie.ai- a company-supported Chat bot platform. This chatbot will provide users with a unique and interactive experience. First, it will educate users using a Data book – a text document explaining different aspects of CPI in Japanese.
Second, it will offer quizzes to reinforce learning.
Third, it will engage users in role-playing exercises, providing a practical speaking experience to enhance their sales communication skills.

Additionally, all relevant documents will be displayed on the screen within the dialogue window for seamless reference. The chatbot leverages basic NLP (Natural Language Processing) to assess whether the role-play responses contain the necessary sales content, ensuring a comprehensive training experience.

What did you find most striking/surprising during this project (perhaps you have an anecdote to tell us)?

Although the first version of our chatbot prototype has limited functionality. In the POC, we found more than around 80% of users considered this solution useful. In next stage, we plan to broaden our product offerings by introducing additional coverage options including product knowledge or insurance claim knowledge. We will also implement a FAQ section to streamline partner inquiries and provide easier access to essential information. These improvements aim to reduce the inquiry from the partner.

Many of our partners and their salespeople have found it valuable for strengthening their CPI knowledge and supporting their daily work. Given this positive feedback, we believe there is great potential to continue improving the CPI Tutor and further align it with our goals.

From an AI perspective, leveraging AI for education is both an exciting and challenging approach. It presents new opportunities that were not possible in the past in the industry. Therefore, we should continue researching and investing in this field to enhance our capabilities and maximize its impact.

What advice would you give to employees who also want to innovate?

Right now, we are in a highly dynamic era filled with opportunities, especially in the field of AI, where progress is advancing at an unprecedented pace. To keep up with these rapid changes, we must stay creative and embrace challenges within the company.

In January and October 2024, the 8th and 9th editions of the International Analytics Manager Academy (AMA) were held, bringing together 36 new BNP Paribas Cardif participants from France, Europe and Latin America, with many profiles.

Founded in 2018, this ambitious and intensive training in Data Sciences is delivered in partnership with École Polytechnique, under the sponsorship of Stanislas Chevalet, Deputy Chief Executive Officer, Transformation & Development, and Michael de Toldi, Chief Analytics Officer. It’s one of the key measures to support BNP Paribas Cardif’s AI (Artificial Intelligence) transformation.

AMA aims to train our changemakers, leaders of today and of tomorrow, to help them spread the AI culture throughout the company and equip them to ask the right questions and make the right decisions. They can thus leverage AI to boost the creation of strategic value for our partners, customers and employees, serve operational efficiency and contribute to risk reduction.

To achieve these goals, AMA brings both a precise and rigorous understanding of AI, by diving into its technical fundamentals with the best experts at Ecole Polytechnique, and how we create value through AI, by exploring BNP Paribas Cardif’s AI ecosystem with our in-house experts.

In total, more than 140 managers, top managers, talents and key actors of our AI ecosystem, have already been trained in all these subjects thanks to this excellence program between BNP Paribas Cardif and Ecole Polytechnique Executive Education.

Congratulations to all participants for their efforts and proactivity and also to all the employees who contributed to these editions by organizing conferences and sharing their expertise and experiences.

The Analytics Manager Academy will be back for a 10th edition!