BNP Paribas Cardif has harnessed the power of AI with in-house solutions to streamline operations, optimise processes and enhance customer journeys. Integrating AI in a claims process reduces lead time from weeks to minutes. This reflects a commitment to continually drive innovation to better serve partners and their customers.
To simplify claims management, BNP Paribas Cardif has developed and deployed CardX, a solution to automate manual document processing tasks while optimising costs, quality and speed. A strong lever for customer satisfaction, CardX enables teams to focus on high added-value tasks. Launched in 2021, the solution leverages AI technologies such as Optical Character Recognition (OCR), Computer Vision (CV), Natural Langage Processing (NLP) and machine learning in order to automate the extraction and interpretation of information from a wide range of document types.
This adaptable and fully scalable solution already processed over 1,100,000 pages since its start across Brazil, Colombia, Spain and Poland, and other entities will soon bring it on stream as well.
As a result, client satisfaction levels increase thanks to quicker responses on their claims. By integrating cutting-edge AI and maintaining scalability, CardX continues to set a benchmark in document automation.
Understanding customer needs and pain points has never been as easy thanks to BNP Paribas Cardif’s Verbatim Analyzer. This prototype tool employs Generative AI to automate customer feedback analysis, while delivering valuable and actionable insights to drive efficient decision-making. With this solution, Customer Advocacy teams can quickly identify customers’ concerns and provide relevant responses to evolving expectations, ensuring higher satisfaction and long-term loyalty.
BNP Paribas Cardif recently used Verbatim Analyzer internally as part of the NPE Smart Toolkit to assess its own employee engagement. Human Resources managers can not only quickly identify key drivers of employee recommendations, but also automatically analyse over 4,400 verbatims across multiple languages - all with just a few clicks. Notably, this feature saves significant time, as manual analysis of a single verbatim can be a labour-intensive process, taking approximately three minutes each time. Combined with actionable dashboards, this smart toolkit streamlines the creation of targeted action plans to trigger motivation and engagement among staff.
In Brazil, BNP Paribas Cardif has revolutionised insurance pricing for its partner, BV bank, by implementing AI-driven segmented pricing for Creditor Protection Insurance (CPI) products. This approach takes into account the needs and requirements of each customer segment to propose personalised pricing. Customers benefit from fair and competitive pricing aligned with their specific needs, while the partner has boosted its market position thanks to an optimised pricing policy which enhanced their insurance business and customer loyalty. This data-driven model not only optimises revenues (BV bank’s revenues have increased by 15%), but also supports risk control and sustainable growth.
In Chile’s hotly competitive automotive online insurance market, BNP Paribas Cardif has introduced AI-powered dynamic pricing in order to increase by 30% the monthly sales on the covered scope. Leveraging advanced AI techniques, this solution considers customer risk profiles, price sensitivity and market trends to generate personalised quotes in real-time, enabling optimal pricing that drives customer purchases while respecting the partner’s value proposition. This initiative not only boosts digital sales, competitiveness and market penetration, but also strengthens customer trust through value-driven fair pricing.
IN BRAZIL, 45%OF CLAIMS ARE NOW HANDLED AUTOMATICALLY AND NPS HAS REACHED 73
1,100,000PAGES PROCESSED BY CARDX
+15%REVENUE INCREASE FOR BV BANK IN BRAZIL
