BNP Paribas supports 3.9 million customers through a network of almost 460 bank branches. The organization is a subsidiary of BNP Paribas, the European Union’s leading bank, operating in 68 countries with more than 193,000 employees.
Increased digital self-service usage from 10.1% to 18.4% in three months.
Increased up-sell offers by 62% and sales by 48% within two months.
Eliminated 75% of collections call volume where agents reach voicemail, significantly reducing collections process costs.
BNP Paribas supports 3.9 million customers through a network of almost 460 bank branches. The organization is a subsidiary of BNP Paribas, the European Union’s leading bank, operating in 68 countries with more than 193,000 employees.
The bank recognizes that to stay in front, it can’t stand still. The organization needs to continually innovate. This includes finding new ways to take customer engagement to the next level, making the entire banking experience more rewarding, agile, and efficient.
“When customers pick up the phone to talk live with BNP agents, they, rightly, expect a rapid response and sensitivity to their moods and overall sentiment,” says Patrycja Kazmierska, product owner customer communication at BNP Paribas. “Our goal was to empower agents with real-time assistance to help improve the quality and efficiency of our everyday customer service interactions.”
While the bank understands the importance of customer empathy, it was struggling to deliver it on a consistent basis, especially given the modern, work-from-anywhere contact center environment. Interactions involving negative sentiments, long silences, or multiple interruptions only complicated matters. In these situations, real-time assistance can make the difference between a satisfied banking customer or one who is lost to the competition.
BNP Paribas’ goals were to:
“Verint Coaching Bots are transforming customer engagement at BNP Paribas. By providing an in-the-moment understanding of customer intent and sentiment, agents can respond empathetically, resulting in increased levels of engagement, task completion, and customer satisfaction.”
Already a long-time satisfied Verint customer, BNP Paribas added and standardized on Verint Coaching Bots. The solution enables the bank to analyze customer calls and agent desktop activities in real time, automatically identifying opportunities to guide interactions toward better outcomes. When certain criteria are met, employees receive automated assistance and guidance in a unified Work Assist application.
Verint Coaching Bots are deployed among several hundred agents, including in the sales and collections groups. Working with expert local Verint resources, the bank created application triggers to account for up to 50 different use cases, with up to 20 triggers active at any one time. Some triggers are very complex, with up to 200 phrases. Most triggers include linguistic (words or sentiment), acoustic (sound triggers), and application (desktop actions) sources together, although some are linguistic or application only.
BNP Paribas’ initial use case focused on reminding agents to promote self-service to customers, with the aim of significantly increasing self-service adoption and usage.
“Agents and supervisors typically embrace Verint Coaching Bots as it helps improve their performance,” notes Kazmierska. “The solution is also incredibly quick and easy to deploy. Two people were engaged to set it up and organize the triggers. Several other speech analytics analysts investigated the different use cases and created call categories within Verint Speech Analytics that were imported as Verint Coaching Bot triggers.”
The bank uses the same Polish language model in Verint Coaching Bots that it uses in Verint Speech Analytics. In addition, phonetic boosting is used to fine-tune certain triggers.
By standardizing on the innovative, AI-enabled Verint solution, BNP Paribas is responding in real time to customer interactions. In turn, it is providing customers with a seamless, agile service experience. Specific benefits include:
“Verint Coaching Bots are transforming customer engagement at BNP Paribas,” Kazmierska concludes. “By providing an in-the-moment understanding of customer intent and sentiment, agents can respond empathetically, resulting in increased levels of engagement, task completion, and customer satisfaction.”
*Note: Verint Coaching Bots were formerly known as Verint Real-Time Agent Assist
You need each of your agents to perform like your very best agents. With Verint Coaching Bots your agents receive in-the-moment non-disruptive guidance when they need it — elevating their performance and delivering significant ROI.
Verint is proud to offer the most-used and highest-rated speech analytics software on the market. Learn how to get more insights out of every interaction.
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