The company's hotline constantly buzzes, so one would assume that only a human agent could work with clients from all over the world. Yet, the company chose to automate calls with the help of conversational AI due to the prevalence of standard inquiries.
Cardif's call centre used to operate 14 hours a day, while the work of the hotline agents was deemed inefficient.
Not all customers were able to wait in the long queue for advice on critical/vital issues. Typically, agents spend half of their shift answering common questions such as “where can I find your office?” or “how do I get a payout?”.