CNP ASSURANCES AND ZEROS: ONE MORE STEP WITH AI

In a press release published on February 19, 2019, CNP Assurances and Zelros highlight the use of artificial intelligence to optimize the customer experience. This news is in line with the current trend of partnerships between large groups and start-ups, all fields of activity combined. But this alliance is also part of the logic of developing the use of artificial intelligence in the insurance sector to improve operational performance. How does the partnership between CNP Assurances and Zelros represent a step forward in the use of AI?

What about the use case developed and the technology used?

Artificial intelligence serving the insurer's value chain

Appeared in the 1950s, artificial intelligence is a broad concept that encompasses several forms: expert systems, RPA, machine learning, deep learning, natural automatic language processing, etc.

Today, the use cases of artificial intelligence can be found at all stages of the value chain: accelerated subscription of insurance products, processing of incoming customer service emails, calculation of insurance premiums. life, intelligent conversational assistant to help employees in the life and health insurance business with documentary research, search for beneficiaries of dormant contracts, back-office automation, fraud detection, etc. The use cases are numerous and will continue to grow. increase in the years to come due to the growing awareness of the possibilities of using data, the development of available technological offers, the multiplication of ongoing tests, etc. However, today they are more developed in the banking sector than in the insurance industry.

A new use case developed at CNP Assurances

Here the use case developed is that of a chatbot intended for employees of the customer relationship services in individual insurance. The conversational agent allows them to easily have the information they need for their operational activities and therefore to immediately answer customer questions. The insurance group CNP called on assurance Zelros to provide natural automatic language processing (NLP) and machine learning technology.

Created in 2016 by Christophe Bourguignat, Fabien Vauchelles, and Damien Philippon, the young growth offers a platform for the creation of virtual assistants fed by data extracted from documents and claims the deployment of its solution in production with several leading insurers such as Natixis Insurance, CBP and MAIF.

In the case of CNP Assurances, the interface developed makes it possible to converse in natural language with the various databases and thus respond more quickly to customer requests. The addition of new databases in the coming months will complement the capabilities of the assistant and ensure the continuous improvement of the tool. The key issue, therefore, lies in improving customer satisfaction: optimizing the employee experience goes hand in hand with that of the end customer. Artificial intelligence is therefore a lever for creating value by making processes fluid and transparent for employees.

What trends for the insurance of tomorrow?

In a highly competitive context ( American GAFA: Google, Apple, Facebook and Amazon, Chinese BAXT: Baidu, Alibaba, Xiaomi and Tencent, competition from FinTech, players from mass distribution and telecommunications, etc.), the large insurance companies must innovate. The use of artificial intelligence now appears necessary to meet their challenges: increasingly stringent requirements and new customer behavior, the need for responsiveness, diversification of needs, etc. Innovation for CNP Assurances here involves internal management which ensures mastery of technological know-how.

The automation of processes and the fluidity of the journey foreshadow the insurer of tomorrow. It is no longer simply a product that is sold, but a global offer of protection (health, provident insurance, accidents, etc.) and complete support according to the moments of life. Artificial intelligence is a tool for adapting to this new situation and thus responds to the challenges of consumer immediacy. Large insurance groups are therefore forced to reinvent their business model using new technologies on the pain of disappearing. Consumers, informed and demanding, thus benefit from the new offers offered by insurance companies.