Conferences & workshops organized by SMART TRIBUNE
Carrefour’s Formula: 700,000 customer questions answered each year on social media, 35% powered by AI. When advisors and AI work hand in hand.
What if AI wasn’t here to replace your advisors, but to help them focus on the best parts of their job?
That’s the bet Carrefour made on social media. Today, AI handles 35% of the 700,000 customer questions received each year. It takes care of simple and recurring inquiries, while advisors focus on more complex requests that require deeper expertise. Customer satisfaction continues to improve.
Aurélien Deffay, Director of Digital Communication at Carrefour Group, shares an unfiltered look behind the scenes of this transformation: the strategic decisions, the challenges overcome, and the tangible results of deploying AI at scale within a global omnichannel retail leader.
A clear roadmap to make AI and knowledge management true allies of your customer experience strategy in 2026.
Conference Moderator:
Thomas GOURITIN
AI specialist – SMART TRIBUNE
Speaker:
Aurelien DEFFAY
Director of Digital Communication – CARREFOUR
Smart Tribune is a French SaaS provider specializing in knowledge management and conversational AI. We help Customer Service, Customer Experience, and Digital teams deliver accurate, consistent answers to both customers and contact center agents (help center, chatbot, knowledge base, and agent copilot), powered by governed, AI-ready knowledge.
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24th, 25th & 26th March 2026
Paris Porte de Versailles Pavillon 4