Omnichannel AI agent: how is CASDEN improving its reachability?

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.

How 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.

Click on the video to discover how DialOnce’s omnichannel AI agent transforms CASDEN Banque Populaire’s contact journeys.

To go further

CASDEN Banque Populaire customer feedback (French version)

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.

To discover the full case study in detail, click on the video below (French version):