Head of the Multimedia Customer Relations Center within the Bank of Polynesia, a subsidiary of Societe Generale Group in French Polynesia, Nina Morgenstern is leading the new projects and the interweaving of the different remote banking channels.
What is your business and what is your role?
The Bank of Polynesia is a subsidiary of Société Générale Group in French Polynesia. It has 15 agencies in Tahiti and in the islands.
The Customer Relationship Center (CRC) provides first-level contact with our customers and prospects, as well as support for customer advisors to answer calls not picked up in branches. The CRC team is also experienced in the use of remote banking tools: website, online banking, switchboard, voice server, and now chatbot!
What were your problems before launching your chatbot?
We faced a large volume of calls on recurring questions: what are the opening hours of my agency? what is the deadline for the availability of funds when depositing a check? what is the price of such an operation? how to make opposition on my card? ...
However, the answer does exist elsewhere, in an agency, on our website, on online banking tools, on the voice server, on account statements ... as many media that the bank holds at the disposal of its customers . The observation is simple: our customers are like us all, humans, and the human often prefers to ask the question rather than seeking the answer. Added to this is a strong oral culture in Polynesia. The launch of Atea the chatbot of the Bank of Polynesia then appeared obvious since it allows to solve several points:
- the user asks his questions instead of looking for the answer
- he puts them in natural language without needing to know the dedicated term of banking jargon
- the chatbot holds a real conversation, his answers are meant to be complete and the reflection of the reality of the questions previously asked by telephone. It even bounces commercially when it's possible!
Why did you choose the Botnation solution?
The chatbot creation platform Botnation has been identified by the Société Générale Group as being the most adapted to the subsidiaries' needs, in particular with the possibility of setting up a chatbot for a website and a chatbot Facebook Messenger.
What was the creative process?
Past the steps specific to any project launch, the implementation of scriptwriting and content writing was the most time-consuming mission at the beginning. It is therefore within the Customer Relationship Center, a hotbed of recurring questions and always aware of the news of our customers and the Bank, that this project was set up with the subsequent contribution of all the banking professions to validate the content of the answers to be provided to customers.
Enriching the content is a much lighter and more absorbable daily job. On a day-to-day basis, it is also up to the CRC to take over the baton when the bot does not know how to respond: the user having the possibility to entrust his question to a human through the click to call function (transfer to a human advisor via a phone call).
Have you been able to measure first results?
The first results of use are very positive with more than 4,000 conversations in the month of launch, 2,000 / month thereafter. And above all a user satisfaction rate of around 70%!
At CRC, new recurring questions arise regularly, which serve to feed the chatbot's responses. Continually releasing CRC from recurring issues to make our customers stand alone is a major challenge, and at this price the team will be able to generate valuable business time.
Do you have some tips for a company that also wants to start a chatbot?
Ownership and promotion of this new tool throughout the company is essential to its success. In a company like ours, split up over several sites, we have chosen to appoint ambassadors who ensure the flow of information upstream and downstream, to encourage their colleagues to use and report malfunctions or improvements.
An unexpected use of the chatbot has allowed us to promote it easily: Atea, the chatbot Bank of Polynesia, today knows more than 500 answers to common questions about the bank. She has become an indispensable ally for advisers who are also using it now as a documentary base!
You can find Atea on the website of the Bank of Polynesia.