Case Study: CNP Assurances eliminates 90% of repetitive calls with Calldesk's AI voice agent

NP Assurances eliminates 90% of a repetitive call flow with its AI voice agent

CNP Assurances, a major French insurer, faced a critical challenge with its "Accidents of Life" claims department. The small team of six agents was overwhelmed by nearly 50,000 unqualified calls per year, many from customers mistakenly calling them instead of their bank. This influx severely degraded service quality, with only 30-40% of calls being answered, prompting the need for a solution from vendor Calldesk.

Calldesk implemented its AI voice agent, "Julie," to handle the call flow. The solution pre-qualified callers, redirected misdirected calls, and filtered out ineligible requests. This resulted in a 90% reduction of the incoming call flow, freeing agents from over 44,000 unproductive interactions. Consequently, service quality skyrocketed from 30% to 100% of calls being handled, and the voice agent achieved a 98% comprehension rate.

CNP Assurances

Wilfried Briand

Digital Transformation Manager