Banque de Polynésie - Botnation AI

The chatbot allows customers to get instant answers to their most frequently asked questions

Société Générale Agencies in Polynésie

4 000

Conversations on launch month

70%

User satisfaction rate

cas-client-advivo-chatbot-agent-conversationnel

CONTEXT FOR BANQUE DE POLYNÉSIE

An increasingly digital customer relationship

Banque de Polynésie is one of the leading banks in the region, providing day-to-day support to individuals, professionals, and businesses.

Like many financial institutions, Banque de Polynésie has to handle a large number of customer requests.

These requests often concern recurring issues:

• information about banking products
• administrative procedures
• access to online services
• procedures related to bank accounts or credit cards

Today, customers expect quick responses that are available around the clock, without necessarily having to contact a branch or customer service.

Banque de Polynésie therefore wanted to implement a tool that would make it easier to access information while modernizing the customer experience.

CHALLENGE

Improving access to information while maintaining service quality

The challenge for Banque de Polynésie was to strike the right balance between offering a modern digital experience, maintaining high-quality customer relationships, and reducing the workload on support teams. The objectives were clear: • Provide immediate answers to frequently asked questions
• Direct customers to the right services
• Simplify access to banking information
• Improve the customer experience on the website

The bank was looking for a solution capable of guiding customers through their transactions while enhancing overall service quality.

SOLUTION

Un agent conversationnel intelligent pour accompagner les clients de la banque

Pour répondre à ces enjeux, la Banque de Polynésie a déployé un agent conversationnel intelligent avec Botnation sur son site web.

Available 24/7, this digital assistant allows customers to get immediate answers and be directed to the right information.

The automated agent allows you to:

answer customers’ frequently asked questions
guide users to the appropriate banking services
make it easier to access practical information
assist customers with their online transactions

Thanks to this first level of automated response, the bank’s teams can focus on requests that require human assistance.

Deploy your conversational agent

NINA MORGENSTERN

Manager of the Multimedia Customer Relations Center

The goal is clear: to empower customers to become increasingly self-sufficient while allowing our teams to focus on higher-value tasks

The preparatory work was led by our Customer Relations Center, which is at the forefront of addressing recurring customer inquiries and best understands their needs. All of the bank’s business units then contributed to validating and refining the chatbot’s responses.

The initial results are very encouraging: more than 4,000 conversations in the first month, followed by about 2,000 per month, with a user satisfaction rate of nearly 70%.

The chatbot also helps us identify new recurring questions, which we are gradually adding to the knowledge base.

Book a demo

Try for free

RESULTS

A smoother customer experience

With the implementation of the chatbot, Banque de Polynésie is now able to offer a modernized and more accessible customer experience.

Get instant answers to their questions

Thanks to the chatbot deployed on its website, Banque de Polynésie now allows its customers to get instant answers to frequently asked questions. Whether they need information about banking products, administrative procedures, or access to online services, users can find the information quickly without having to wait for a branch to open or for an advisor to become available.

This 24/7 availability enhances the customer experience while making it easier to access essential information.

Easier access to banking information

The chatbot acts as a first line of support, handling a large portion of frequently asked questions.

This allows the Customer Service Center to focus on requests that require human expertise or personalized assistance.

If necessary, users can easily be redirected to an agent using the click-to-call feature, ensuring a seamless transition between automated assistance and human support.

Be quickly directed to the right services

The chatbot is constantly evolving based on questions asked by customers.
Each new interaction helps identify new needs or recurring topics, which are then incorporated into the knowledge base.

This continuous improvement enables Banque de Polynésie to empower customers more and more, while gradually enhancing the quality and relevance of the responses provided.