Banking & Insurance

How did CASDEN Banque Populaire strengthen its reachability and accelerate self-service through an omnichannel AI agent?

Challenge

Addressing the new expectations of members

In a context of rapidly evolving customer behaviors, CASDEN Banque Populaire must address new expectations: obtaining immediate answers, resolving simple requests independently, and accessing a human advisor when expert support is required. This shift in behavior intensifies pressure on traditional channels, particularly voice and places existing contact journeys under strain, with a direct impact on reachability, customer satisfaction, and the allocation of teams to low-value requests.

CASDEN's needs :

Improve overall customer service reachability.
Encourage self-resolution of low-value requests.
Streamline contact journeys across all entry points.
Free up advisor time for complex, high-value interactions.
Identify qualified commercial opportunities throughout the customer journey.

Mastering contact journeys

The CASDEN customer journey is no longer limited to a single point of contact. Members reach out through a variety of channels, at different times, with increasingly high expectations in terms of responsiveness, clarity, and continuity.

Behind each request lies a combination of contextual factors: the origin of the contact, channel availability, member segmentation, and the level of urgency or complexity of the need. Orchestrating these journeys has become a key challenge to ensure a smooth, consistent, and efficient experience, while directing each request toward the most appropriate resolution path.

To achieve this

The omnichannel AI agent

CASDEN Banque Populaire deployed DialOnce’s omnichannel AI agent to orchestrate all of its digital contact journeys. Accessible from key pages on the casden.fr website, the AI agent understands the reason for contact, enables self-resolution whenever possible, or routes members to the most relevant channel while preserving the context of the interaction.

Built on a combination of NLU and generative AI, the solution leverages both public website content and internal documentation, while incorporating supervision mechanisms (trustworthy AI) and continuous improvement loops. In parallel, an Advisor Assistant was rolled out to 118 employees to streamline request handling and increase operational efficiency.

Results

Reachability +10pts Improvement in reachability rates

Selfcare 63% Share of customer journeys resolved autonomously

Qualified leads 36% Journeys identified as commercial opportunities

Availability 24/7 Continuous access to answers and services

"The AI agent enables us to meet the demand for immediacy while preserving the quality of human support. Members gain greater autonomy, and our teams can focus on complex, high-value situations."

Laëtitia PENAUD

Head of Data & AI, CASDEN Banque Populaire

To go further

CASDEN Banque Populaire customer feedback (French version)

Watch the replay

CASDEN Banque Populaire discussed the deployment of its omnichannel AI agent during a dedicated webinar. It was an opportunity to address evolving customer expectations in the banking sector and to review the results of the AI agent’s implementation.