20 October 2017
visit www.avoka.com

Crédit Mutuel rolls out IBM Watson across branch network

21 April 2017  |  10320 views  |  0 French Flag 1

Crédit Mutuel is giving 20,000 branch employees assistance in the form of IBM's Watson platform, which will help analyse customer emails and provide information on products and services.

Following a year-long training process and 150-employee pilot, the French bank is deploying the Watson cognitive computing platform across 5000 branches.

From this summer, the email analyser feature will help staffers manage the more than 350,000 customer emails they receive each day, identifying the most frequent requests and determining the level of urgency.

Meanwhile, two virtual assistant applications use Watson to help advisors quickly provide customers with information on complex offerings such as insurance and investment products. The technology enabled users to find the right answers to most of their customer questions more than 60% faster.

Crédit Mutuel says that its pilot improved the speed, relevance and accuracy of responses to queries, and ultimately reinforced relationships with customers by giving staff more time for personalised attention.

According to an internal survey of participants, 94% of the respondents would recommend the Virtual Assistant to colleagues and 87% would recommend the Email Analyzer.

The bank plans to expand its use of Watson technologies to additional use cases later this year, for health, personal risk insurance, car credit insurance, and bank credit services.

Nicolas Thery, chairman, Crédit Mutuel, says: "As a mutual bank with a strong local presence all over the country, we continue to invest in our branches to help advisors deliver more personal relationships with our clients, whether face to face, by phone, or digital.

"In this context, Watson is a perfect working partner to assist our professionals, augment their service quality and help them bring more value to clients."

Comments: (0)

Comment on this story (membership required)

Finextra news in your inbox

For Finextra's free daily newsletter, breaking news flashes and weekly jobs board: sign up now

Related stories

SIX and IBM to build Watson-powered cyber-security hub

SIX and IBM to build Watson-powered cyber-security hub

24 March 2017  |  8792 views  |  0 comments | 16 tweets | 13 linkedin
Watson data scientist talks up 'augmented intelligence' for financial services

Watson data scientist talks up 'augmented intelligence' for financial services

08 December 2016  |  21884 views  |  0 comments | 31 tweets | 20 linkedin
IBM to acquire Promontory; create AI-driven compliance subsidiary

IBM to acquire Promontory; create AI-driven compliance subsidiary

29 September 2016  |  9247 views  |  0 comments | 15 tweets | 23 linkedin
Mizuho Bank taps IBM's Watson to give robot branch workers an IQ boost

Mizuho Bank taps IBM's Watson to give robot branch workers an IQ boost

04 March 2016  |  12245 views  |  1 comments | 24 tweets | 25 linkedin
Standard Bank deploys IBM's Watson to crunch customer data

Standard Bank deploys IBM's Watson to crunch customer data

24 October 2014  |  19241 views  |  0 comments | 19 tweets | 19 linkedin
DBS to deploy IBM Watson to crunch big data

DBS to deploy IBM Watson to crunch big data

09 January 2014  |  9176 views  |  0 comments | 7 tweets | 8 linkedin
ANZ and Royal Bank of Canada to engage with IBM's Watson

ANZ and Royal Bank of Canada to engage with IBM's Watson

22 May 2013  |  11224 views  |  0 comments | 15 tweets | 9 linkedin
Citi turns to IBM's Watson supercomputer for Big Data challenge

Citi turns to IBM's Watson supercomputer for Big Data challenge

05 March 2012  |  12365 views  |  0 comments

Related company news

 

Related blogs

Create a blog about this story (membership required)
visit www.vasco.comvisit www.innotribe.com

Top topics

Most viewed Most shared
satelliteGates Foundation backs Ripple collaboratio...
8473 views comments | 13 tweets | 10 linkedin
HSBC partners Bud for open banking trialHSBC partners Bud for open banking trial
8374 views comments | 21 tweets | 26 linkedin
IBM uses blockchain to improve cross-border payments processingIBM uses blockchain to improve cross-borde...
7492 views comments | 9 tweets | 17 linkedin
Sibos 2017: API or the highwaySibos 2017: API or the highway
6888 views comments | 10 tweets | 22 linkedin
Eight banks form joint venture to launch blockchain trade platformEight banks form joint venture to launch b...
6553 views comments | 14 tweets | 23 linkedin

Featured job

Competitive base + commission + benefits
New York City, NY - USA

Find your next job