02. Technology
Conceiving innovative in-house tools to boost satisfaction and optimise customer journeysConceiving innovative in-house tools to boost satisfaction and optimise customer journeys
- Technology
- Customer Satisfaction
- AI
- Claims Management
Customers expect a seamless and smooth online journey, which is why we attach great importance to improving every step of their experience, from subscription to claims submissions. At BNP Paribas Cardif we leverage new technologies, including AI and platforms, in order to help our partners meet their customers’ needs. Nowadays, a seamless customer experience is no longer simply a distinctive asset, it is expected.
BRAZIL, COLOMBIA, POLAND, SPAIN
Improving the customer journey by reducing lead-times from weeks to minutes
Insurance underwriting and claims continue to require collecting and verifying supporting documents, proof of identity, passports, invoices, dismissal letters, etc. The documents sent by customers are often very low quality photos taken with cell phones. CardX, our in-house solution, recognises the category of the document, matches and extracts information needed to answer to customers. It has been designed to continuously integrate “state-of-the-art” AI models, to be agily trained by our data scientists on our specific insurance documents and fine-tuned on low quality images where commercial solutions fail. CardX also allows strong commitments on risk control and data protection.
By the end of 2022, CardX was operational in Poland, Spain, Brazil and Colombia and had successfully managed 150,000 pages. In Brazil, more than 50% of the documents can be processed.
By the end of 2022, CardX was operational in Poland, Spain, Brazil and Colombia, and had successfully managed 150,000 pages.