Innovation Ambassadors : Expanding further the use of Call Analyzer
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.
