Although the buzz around "chatbots" has died down slightly in recent years, some organizations are nevertheless showing good performance, such as the CNAF, the National Health Insurance Fund, which deployed its own chatbot in 2018.
With its tens of millions of beneficiaries, the CNAF receives 1 billion visits to its digital offering, 40 million telephone calls, 6 million emails and 4 million visits to its premises.
Launched in 2018 in partnership with CM.com , its buy bolivia telemarketing data chatbot passed the milestone of one million conversations in its first year of activity and now captures nearly 2 million conversations each month.
As Sabrina Hélaine, Digital Environment/Digital Ecosystem Project Director at the Caisse Nationale des Allocations Familiales, points out, this volume is now greater than the volume of emails received by the CNAF.
Among the advantages of the chatbot, the CNAF highlights the improvement of the customer experience (immediate response, 24/7) but also its benefits for the employees of the cash register, by absorbing traffic peaks and qualifying requests.
"Whether it's conversational or artificial intelligence, this chatbot shows that these technologies are revolutionizing much more than the Customer Experience! We are delighted to be able to support the CNAF on a daily basis and thus demonstrate the effectiveness of these technologies" comments Pierre Garrigues, Country Manager France of CM.com .
According to a study by Acumen Research, the conversational agent market is expected to grow from $521 million to $3.4 billion in 2030, proving the relevance of this tool in the digital mix of organizations.