The Innovation Ambassadors program, which includes 5 winners among 102 innovative projects submitted from 24 entities worldwide in 2025, shows that innovation can be found everywhere at
BNP Paribas Cardif! 

Briefly introduice yourself

I work closely with many internal stakeholders, including the Actuarial team, the Impact and Innovation Department, the operational teams (Subscription, Claims), the team of medical consultants, legal affairs, marketing, communications, etc. And with external medical experts, such as Professor Caroline Charlier-Woerther, whose clinical expertise provides an essential contribution to our analyses.

Driven by the conviction that insurance should support people’s lives without creating unjustified obstacles, I am committed every day to helping our practices evolve towards greater inclusion, simplicity and protection. Outside work, I’m particularly interested in medical advances and healthcare innovations, passions that feed directly into my job.

Other contributors to the project: 

• Actuarial Department: David Antonnetti / Myriam Jlidi / Mathieu Jourdain / Sigrid Motillon
• Impact and Innovation Department: Céline Scazzola
• Medical expert: Professor Caroline Charlier-Woerther

Could you please introduce your initiative?

HIV currently affects approximately 200,000 people in France. Thanks to modern antiretroviral treatments, 93% of those who receive them achieve an undetectable viral load, are no longer contagious and can lead a completely normal life. However, despite these major medical advances, access to credit and loan insurance remains a challenge for many people living with HIV.

Our initiative was born out of this realisation, that the way in which risk was assessed for these customers needed to be thoroughly re-examined. The objective was clear: to incorporate the latest medical data to make insurance more accessible, fairer and better adapted to today’s reality.

The project brought together a multi-disciplinary team, including actuaries, medical experts, the impact team, and, most importantly, Professor Caroline Charlier-Woerther, whose expertise provided us with a real-time clinical understanding of treatments and their efficacy.

As a result of this work, people living with HIV who have an undetectable viral load at the time of subscription can now take out loan insurance with no additional premiums or exclusions, up to a maximum of 1 million euros.

This advance goes beyond the criteria of the AERAS agreement for people with increased health risks: we are simplifying the risk assessment rule by retaining a single criterion, namely the undetectable viral load, whereas previously several conditions had to be met.

This initiative is a major development in our accessibility policy, perfectly aligned with BNP Paribas Cardif’s commitment, adopted over 15 years ago, to offer more inclusive, simpler and more comprehensive insurance.

Innovative features:
In line with the advances already made in other pathologies, BNP Paribas Cardif has drawn on the recognised expertise of Professor Caroline Charlier-Woerther to develop an innovative risk assessment.

Innovation n°1: Benefit from the real-time expertise of a specialist in the pathology.

Input from Professor Caroline Charlier-Woerther enabled us to incorporate real-time clinical environment data, and in particular the effectiveness of new treatments resulting from recent advances in medicine.

This information is invaluable and complements the statistical studies carried out over several years.

Innovation n°2: Simplify the risk assessment rule

However, risk assessment must take several parameters into account, as set out in the AERAS agreement (which defines rights to insurance and borrowing for persons with an increased health risk). These include the following:

• An undetectable viral load one year after the start of treatment;
• A CD4 count* ≥ 500/mm3 and an undetectable viral load in the last 12 months prior to subscription;
• A period of maximum 35 years between the start of treatment and the end of the loan insurance contract;
• A maximum loan coverage period of 25 years.

BNP Paribas Cardif has simplified its eligibility criteria. People living with HIV can now borrow for their projects and gain wider access to loan insurance without any additional premiums or exclusions. The only requirement is an undetectable viral load at the time of subscription for loans of up to 1 million euros.

*T4 (or CD4) cells are the cells targeted by HIV. Normally, their number varies between 500 and 1,500/mm3. When this number drops significantly, the patient suffers from immune deficiency. HIV penetrates CD4 cells and disrupts their function. CD4 (or T4) cells | Sida Info Plus

How does your initiative correspond to the category you won: inclusion and accessibility ?

Our initiative fits perfectly into the category that recognises projects promoting inclusion and accessibility. At BNP Paribas Cardif, we are committed to ensuring that everyone has access to the loan insurance best suited to their situation: when someone is rejected for insurance, it often means their financing is also rejected, and they are therefore unable to carry out personal and professional projects.

Thanks to our new approach, 9 out of 10 people living with HIV now have access to loan insurance without additional premiums or exclusions, which represents significant progress. This approach means they are better protected and can take on real estate, professional or personal projects under better conditions.

The long-term objective is to achieve a standard underwriting rate of over 95% for customers with no other comorbidities, compared with less than 5% previously.

By having a direct and measurable impact on the lives of policyholders, simplifying the eligibility criteria and striving to exceed the standards of the AERAS agreement, this initiative perfectly embodies the purpose of the category in which we won, namely to offer more inclusive, fairer and more innovative insurance.

What are the next steps for your initiative?

Launch in a new country or market if relevant / Further development or improvements / Partnerships.
This development is part of a wider initiative initiated by BNP Paribas Cardif over 15 years ago to improve access to loan insurance for vulnerable people.

The next step will be to extend this approach to other pathologies that are currently subject to complex or penalising eligibility criteria, in particular certain rare diseases, once again by relying on partnerships with recognised medical experts and researchers.

We are also looking into possibly extending the system to other countries. For example, we have just rolled out this new pricing system in Belgium.

Our ambition remains the same: to continue simplifying our insurance and making it more inclusive, to enable a growing number of people to realise their personal or professional projects.

What are your tips for innovating at BNP Paribas Cardif?

Keep up with developments, set no limits, rely on collective expertise, question you practices and constantly keep up to date with medical developments, customers’ expectations and ideas from the field.

It is by combining these different factors that we can create the most inclusive and appropriate solutions for our customers.

The Innovation Ambassadors program, which includes 5 winners among 102 innovative projects submitted from 24 entities worldwide in 2025, shows that innovation can be found everywhere at
BNP Paribas Cardif! 

My goal is to make sure that the product and its processes support the daily work of mortgage advisors. To do this, I work closely with colleagues from Sales, Legal, Compliance, and IT. I act as a link between the business, rules and regulations, and technology.

I am always looking for ways to improve the product and adjust it to the needs of customers and changes in the market. I also focus on using existing products and processes in a smart and efficient way. I see myself as a “spider in the web,” connecting people and ideas across the organization. On a personal level, i enjoy riding my gravel bike and making off-road day trips. It helps me relax and recharge.

Could you please introduce your initiative?

A Suretyship is an insurance service that works as a warranty and helps in the process of purchasing a home: at the time of sale, the seller requests from the buyer a penalty fee in case of future cancellation of the purchase. The buyer now can choose between:

• A deposit

or

• A Suretyship through a mortgage advisor 

Either option guarantees the financial penalty will be paid to the home seller, in case the transaction is cancelled by the home buyer due to financial reasons. 

We knew that in Belgium a 10% deposit is needed in the purchase process. And that it was common that buyers used their savings for the deposit. In case there were not enough savings they borrowed the deposit amount from friends or family. Or that they negotiate a lower deposit amount, which made their position as a potential buyer weaker and less interesting for the seller. With the Suretyship, the buyer can guarantee the 10% which gives them an advantage to buyers who must negotiate. And the buyer can use their savings for other things, such as kitchen or bathroom renovations. 

So, as buyers at the time did not have the opportunity to buy a Suretyship at all, or were even aware of the possibility, we checked what we had and what was possible and re-used our ‘Dutch’ Suretyship to launch this product in Belgium. This is fully in line with our mission to make insurance more accessible.

How does your initiative correspond to the category you won: Best Innovation Reuse?

Our initiative won the “Best Innovation Reuse” category of the Innovation Ambassadors because we re-used an existing BNP Paribas Cardif product in the Netherlands, adapting the processes and administrations system to introduce and sell our product in another country, Belgium.

Prospects were not familiar with the Suretyship in Belgium. A standard was that the buyer himself paid the deposit out of his own funds. With this insurance, we have a unique offer for the Belgian home buyer.

What are the next steps for your initiative? 

In the next steps, we will expand our broker partnerships in Belgium, expand our distribution channel with real estate brokers, and raise awareness among stakeholders like notaries.

What are your tips for innovating at BNP Paribas Cardif?

Innovation is exciting and gives energy. Use that energy to:

• Share your ideas. Test them inside and outside the company to see if they really help your target group. Clearly explain the value of your idea.
• Create support. Make sure others in the company understand and support your idea.
• Do good research. Talk to customers and check laws, rules, and market trends.
• Look beyond the usual way of working. Be open to new paths and solutions.
• Keep your end goal in mind. Stay focused and avoid distractions.
• Start small. Less is more. Celebrate small successes to keep people motivated.
• Keep the team small. Make sure everyone feels responsible for the project.
• Set a clear timeline. A clear time plan helps keep the team focused and involved.

Launching a product is only the first step. The experience you gain helps you improve the product and the process. Innovation never stops. Stay open to learning and change.

Each year, BNP Paribas Cardif’s Innovation team carries out a massive sourcing campaign across all BNP Paribas Cardif regions & domestic markets to identify projects that are ready for public communication that could be candidates for Innovation Ambassadors. The ultimate goal of this program is to reward outstanding teams, spread innovation culture and increase our company’s efficiency through re-use.

This year, we received 102 proposals from 24 entities across BNP Paribas Cardif worldwide, which is a testament to the strength and diversity of our innovation culture.

From these, 19 initiatives were nominated in July. After careful evaluation, our grand jury composed of Stanislas Chevalet, Nathalie Doré, Christelle Pailles, Vivien Berbigier, and Michael De Toldi, selected 5 outstanding initiatives as this year’s Innovation Ambassadors.

What’s new this year?

This year, winners were chosen according to categories that reflect our company’s value proposition and strategic priorities:

The initiatives selected this year are truly exceptional and showcase the transformative power of innovation at BNP Paribas Cardif. They illustrate how forward-thinking solutions can:

• Drive growth and scale to new markets
• Harness the potential of AI in diverse ways
• Make insurance more accessible according to our mission

Stay tuned to learn more about each of our 5 Innovation Ambassador initiatives in the coming months.

Actuaries are central to BNP Paribas Cardif’s value proposition. These “insurance engineers” contribute across the entire value chain: from product development to risk selection and profitability assessment.

With key technical skills, actuaries are well-positioned to leverage the opportunities offered by artificial intelligence, while remaining aware of its limitations and associated risks. Data is at the heart of everything we do in actuarial science at BNP Paribas Cardif. It fuels our decisions, improves customer experience, and stimulates innovation.

The DaaS (Data as a Service) initiative defines best practices for data management in actuarial work across Protection and Property & Casualty. It has significantly reduced the implementation time for machine learning models from 5 months to just 1 week.

Explore a real-world example of collaboration between the corporate Actuarial Analytics team and the actuarial team in BNP Paribas Cardif in Turkey with Anat CHEFNER – Head of Actuarial Analytics, BNP Paribas Cardif.

Discover in this video, the shared strategic vision of the Executive Committee members:

• Charlotte Chevalier – Chief Executive Officer of EMEA, BNP Paribas Cardif, during this project.
• Vivien Berbigier – Chief Value Proposition Officer, BNP Paribas Cardif
• Cemal Kısımır – CEO, BNP Paribas Cardif in Turkey

Listen to the partner’s perspective shared by Guillaume de Riberolles.

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 has optimized business processes with his partners and customers thanks to CardX, an internal Intelligent Document Processing (IDP) solution.

Could you please introduce yourself briefly? 

In my current job, I have several missions; my key role being Product Manager of CardX, our internal Intelligent Document Processing (IDP) solution, which leverages AI technologies to automate the extraction and interpretation of information from documents.

As Product Manager, I am working daily with our data scientists, IT & Data teams, both on the solution-finding aspects, and, especially, on the projects, to deploy greater use cases worldwide. This requires strong partnerships with local teams.

On a personal level, I am a big nature lover and like to spend time outside discovering and observing plant and animal life, as well as doing photography. During my travels I have been fortunate to discover a lot of different animals in their natural habitat.

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

CardX is our internal Intelligent Document Processing (IDP) solution. IDP solutions use multiple AI technologies to automate the extraction and interpretation of information from a wide range of document types. For example, our solutions can convert a picture of a document into text, to then extract information from it. The possible use cases are countless, for all kinds of processes: business processes with our partners and customers, as well as internal processes. The implementation of IDP solutions can boost customer and partner satisfaction, as well as internal efficiency.

CardX is part of our Transversal Analytics Solutions, built through a strong partnership between BNP Paribas Cardif Corporate Analytics, IT and Data teams. It features a complete range of functionalities which embed diverse AI expertise and models, and which can be leveraged according to the use case’s needs. Intelligent Document Processing is a complex task, as a one size fits all rigid solution is not the best way to achieve great results and meet business requirements. We chose to build our solution based on open-source AI. Leveraging the best of open-source AI allows us to maintain a state-of-the-art solution, and fuel our Research & Development. Thus, we can make our solution continuously stronger, and swiftly integrate evolving IDP paradigms, a key lever in such a rapidly changing field.

After the deployment of several use cases in claims processes in Latin America and Europe, and in the implementation of internal processes, we are now in a significant scaling phase and expect to double our use cases within a year. And we already have a lot of new use cases lined up in our roadmap!

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

Even within an expertise field like Intelligent Document Processing, every use case is different. Of course you can work with some standard approaches, techniques and rituals, but every project has its own challenges, from each of its perspectives: data, data science, IT, business, organizational… It’s definitely part of the challenge, but for me, it’s the most exciting part of all: with every use case we learn, we enrich our toolbox, we brainstorm, we adapt and we sometimes pivot. We constantly evolve and improve!

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

Some people might think that AI projects are easy and “magical”, but the reality is much more complex: they require precise work, a well-framed project with clear objectives and scope, and well-coordinated collaboration between stakeholders from very different functions and backgrounds.

To meet the challenges, you need to build a strong, transversal team spirit, to trust each other and also, to be curious! Curious to delve into a new field, curious to learn something new every day; and curious to listen to experts!

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 has simplified and automated the compensation process for customers on sick leave by using Parametric Insurance.

Could you please introduce yourself briefly?  

My mission is to define and implement the vision of these products, in response to user needs and strategic challenges: I build the prioritised functional roadmap and coordinate its implementation hand in hand with the Product Owner, ensuring the delivery of modular and reusable solutions. I love this role at the heart of the action, which offers a wide variety of topics and above all allows me to work directly with great colleagues whose expertise is as sharp as it is diverse. 

On a personal level, a large part of my free time is dedicated to volunteering, and I simply cannot live without music!

On a daily basis, I work closely with Product Managers to support them in implementing products, by providing my team’s IT expertise, deepening requirements, and concretely delivering solutions. The objective is to propose adapted and reusable solutions for Cardif worldwide. The diversity and wealth of the subjects we address is very challenging, that’s the interest of our daily work. Success comes from a reciprocal commitment with Product Managers to build together.

What I enjoy most is discovering and learning new things, very often around technology and science topics — right now, electronics and space.

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

Parametric insurance involves simplifying customer processes and automating procedures by retrieving customer data directly from certified sources, in particular public authorities. 

• Customer benefits: minimum effort, fewer back and forths, faster turnaround.
• BNP Paribas Cardif benefits: less but more reliable data, fewer incomplete or fraudulent files, automated processing.

Here is the use case we deployed for this project: using the FranceConnect system and with the customers’ consent, we retrieved the daily allowance certificates directly via API from Assurance Maladie (the French public health insurance provider) to speed up compensation for our customers on sick leave. Over 10,000 simplified customer claims since July 2023! 

Since May 2024, automated robot processing has been implemented for customers whose sick leave has been extended, enabling their cover to be confirmed by SMS within 24 hours (compared with 9 days by post previously). 

This innovation has been hailed by the press, the French digital affairs directorate (Direction du Numérique), the CNAM * and, most importantly, by our customers (86% satisfaction)!

*CNAM: French Health Insurance Provider – Caisse Nationale d’Assurance Maladie

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

Our partnership with the Direction du Numérique and the CNAM stands out as a fluid and dynamic collaboration, which continues today with the deployment of FranceConnect V2. We were impressed by the dedicated commitment of BNP Paribas Cardif employees who worked to bring this innovation to life and to make the procedure easier for our clients. The project mobilised a large number of employees to take advantage of their diverse expertise: the UX, UI, Development, Integration, Design, Compensation, Project Management, Actuarial, Claims Management, Claims Database, Workflow, RPA and Testing teams and the Scrum Master, among others. 

Our hope is that the success of this first use case will pave the way for other partnerships with public authorities to extend the deployment of parametric insurance and further simplify our customer processes. 

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

Here’s what we think made the difference to the project’s success: 

• Being committed to the final purpose of the new service: what concrete value is created for the company and, above all, for our customers?
• As with any project, involving all stakeholders from the outset.
• Relying on strong, tangible support from our management and sponsor.      
• Concentrating the project on a short timeframe, in order to benefit from dedicated time and key resources, particularly for project management and development purposes. 
• Promoting an agile organisation that is both rigorous and flexible and led by a Scrum Master (as a key role in the Agile methodology, he is the guarantor of the application of the method, supports the team by organising the various Agile rituals and facilitates collaboration within the team).

The project is now in an acceleration phase: our goal is to showcase the feature as part of the customer journey and support its adoption in order to continue to increase use. We recommend factoring in the gradual adoption curve of the new service right from the project’s outset.

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. 

 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.