Case Study · Public Sector

CNAF: AI Agents for IT, HR and Legal Services at Scale

CNAF partnered with Witivio to deploy a portfolio of intelligent AI agents designed to streamline employee support, improve process accessibility, and deliver measurable ROI across IT, HR and Legal Services.

3,500+Automated requests

€32KEstimated productivity gains

+28%ROI in one year

CNAF - Caisse d'Allocations Familiales de Paris — Photo: Wikimedia Commons — Photo: Wikimedia Commons

The Challenge

Supporting thousands of employees with limited support capacity

As a large public-sector organization, CNAF faced various friction points linked to a growing volume of repetitive employee questions across multiple domains.

IT support overload

IT support requests on remote work, Microsoft 365 usage, access rights and hardware overwhelmed internal teams.

HR and admin bottleneck

HR and administrative questions related to internal processes created friction, especially outside business hours.

Fragmented information

Teams had to search across various internal and external systems to consolidate information, wasting valuable time.

Employee frustration

Manual handling of requests generated frustration for employees and placed continuous pressure on support teams.

Limited availability

Employees struggled to access the right information quickly, especially outside business hours, when no support staff was available to help.

The Solution

A portfolio of intelligent agents in Microsoft Teams

Witivio designed and deployed multiple specialized AI agents for CNAF, each addressing a specific operational need while sharing a common governance and analytics framework.

IT & Support Agent

Handles recurring IT questions, guides users through troubleshooting steps, and enables ticket creation and escalation when needed.

Process & Knowledge Agent

Provides instant access to internal procedures, documentation and best practices, reducing time spent searching across portals and intranets.

HR & Internal Services Agent

Answers employee questions related to administrative processes and internal policies, acting as a trusted digital reference.

Cross-channel availability

Deployed in Microsoft Teams and web channels, ensuring consistent access for both connected and non-connected employees.

Agentic Architecture

Built for scale, security and measurable value

GDPR-compliant

Architecture aligned with public-sector requirements and data protection regulations.

Governed knowledge bases

Structured and governed knowledge bases per domain, with rich responses combining text, adaptive cards, links and guided flows.

Centralized analytics

Integration with existing ITSM tools for ticket escalation and centralized analytics to track usage, performance and ROI.

Results

Measurable performance and proven ROI

Over a 12-month period, CNAF's AI agents delivered clear, quantifiable impact, demonstrating how agentic AI can rapidly pay for itself while improving service quality.

3,522

Interactions handled

Employee interactions handled without human intervention across all agents.

€32K

Estimated productivity gains

Estimated annual productivity gains generated by automating repetitive support requests.

+28%

ROI in one year

Calculated over 12 months, with €31,698 in estimated productivity gains.

Key Benefits

Tangible daily impact for employees and support teams

Fewer support requests

Significant reduction in repetitive requests to IT, HR and support teams.

Faster autonomy

Faster employee autonomy and immediate access to information.

Consistent answers

More consistent, reliable answers aligned with governance rules.

"Every time an employee uses our specialist chatbot, Eve, 20 minutes of working time are saved."

Olivier Bierge

Chef de projet stratégique, CNAF

Ready to get started?

Get results like CNAF

Talk to a Witivio expert to discover how agentic AI can transform employee services in your organization, from scoping and governance to adoption and measurable ROI.

Book a demo Discover Copilot Factory