insurance / banking call centre

How BNP Paribas Cardif reached 83% first-call resolution and saved $9M with Tovie AI

BNP Paribas Cardif is a banking-insurance leader operating in 35 countries, serving 100 million customers worldwide

$9M

saved over two years

83%

first-call resolution

the problem

The queue was full of the wrong calls

Cardif's hotline never stops. With customers across the world and a call centre running 14 hours a day, you might assume only human agents could handle the volume. But most of those calls were the same routine questions - where to find an office, how to start a payout - and agents were spending half their shift answering them.

And in insurance, the people stuck in that queue are often the ones who can least afford to wait - someone who has just had a loss and needs to file a claim

The standard inquiries were crowding out the urgent ones, so Cardif turned to conversational AI for financial services.

the work

A callbot that answers in Cardif's own voice

The team analysed real customer conversations to find the 50 most common topics, then taught the bot to answer them in Cardif's own voice - polite, clear, and in line with the brand. It runs on Tovie AI's enterprise voice AI.

Answers the routine questions

Payouts, working hours, office locations and website navigation, around the clock

Follows up in writing

Sends key takeaways from the call by email or text message

Knows when to step back

Hands the complex cases straight to a human agent, no queue

the results

The numbers after two years

66%

of customer service automated

70%

reduction in call waiting time

$9M

saved in operational costs over two years

20%

fewer missed customer calls

60%

lighter call-centre load

83%

first-call resolution

Cardif measures the bot on First Call Resolution, the share of requests solved on the first call. If a customer does not call back within 24 hours, the conversation counts as resolved, and agents spend their time on higher-value work.

loyalty

The bot got a colleague for the surveys

The project did not stop at inbound. Cardif also ran its NPS surveys with a second assistant that made outbound calls, and the automated surveys outperformed the earlier employee-led effort.

52%

would recommend Cardif

400-500

customers surveyed each month

40%

agree to take part

83%

give the highest rating

Cardif's head office in Paris was pleased enough with the results that it planned to roll conversational AI out across its offices with Tovie AI.

"For an insurer the size of Cardif, the hardest calls are claims after a loss - when someone needs a person, not a queue. Automating the routine questions gave the agents their time back for exactly those moments, and the results followed: 83% first-call resolution and $9M saved over two years"

Alex Lartey, COO, Tovie AI

See what a callbot could take off your call centre

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