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BNP Paribas Cardif Simplified
Customer Acquisition With
Proactive Customer Service

How to Improve Sales Conversion in a B2B2(...)C Go-to-Market Model?

By Delivering Digital Customer Service and Engaging Customers Where They Are
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Jacada’s intelligent self-service solution combines AI, NLU, and RPA technologies to provide automated conversational services. Its advanced dialog management capabilities, library of pre-built intents, robust analytics platform, and flexible hosting options position it well for success in the future as the adoption of IVA solution accelerates.

Skand Bhargava, Practice Director

About the Client

BNP Paribas is a international banking group. It is the world’s 8th largest bank by total assets, and currently operates with a presence in 72 countries. Cardif is an international insurance company with a presence in the Netherlands, United Kingdom among other countries.

The team at Cardif wanted to digitize the onboarding process for customers who sign up for credit protection insurance at the point of sale of one of Cardif’s retail partners. Though Cardif might be few steps removed from the customer at this point, they resolved to deliver an effortless digital customer experience.

Our Approach

The Cardif team leveraged Jacada’s Customer Service Automation Platform to design guided interactions for customers interested in credit protection insurance products. Interested customers received a text message with a link to the guided interaction. Customers would then explore the options at their leisure and complete the onboarding process.

Ease of use and compliance with the European Union’s regulations were both top of mind for our client. The entire solution was built in compliance with the regulations in a low code platform. The customer experience was designed in a no-code designer making it easy for the business team to make edits as needed.

Customers now had the means of finding the information they needed to make a purchase decision all without needing to connect with a sales representative, though the option to speak to a representative is always available.

The solution has been deployed to support English, Flemish and French.

Results

  • Conversions among new loan purchasers saw a noticeable increase following implementation
  • Customer satisfaction (CSAT) scores are ranked above 80% with the new self-service option
  • The solution went from initial design to fully deployed in just 6 weeks and the company is replicating the process across partners

What's Next

BNP Paribas Cardif continues to simplify the customer onboarding journey delivering quick help and answers to questions. As they refine and improve the process, they expect to see continued increases in sales conversion.

In addition, BNP Paribas Cardif has begun to replicate the process across multiple partners and languages. They have completed one and have 3 others in development.

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