{"id":1721,"date":"2022-01-28T17:09:24","date_gmt":"2022-01-28T16:09:24","guid":{"rendered":"https:\/\/botnation.ai\/site\/?p=1721"},"modified":"2026-03-18T16:59:06","modified_gmt":"2026-03-18T15:59:06","slug":"bank-of-polynesia","status":"publish","type":"post","link":"https:\/\/botnation.ai\/en\/bank-of-polynesia\/","title":{"rendered":"Banque de Polyn\u00e9sie: feedback on its Atea chatbot."},"content":{"rendered":"<p>Head of the Multimedia Customer Relations Center at <strong>Banque de Polyn\u00e9sie<\/strong>, a subsidiary of the <strong>Soci\u00e9t\u00e9 G\u00e9n\u00e9rale Group<\/strong> in French Polynesia, <strong>Nina Morgenstern <\/strong>manages new projects and the interweaving of different remote banking channels.<\/p>\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Summary<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #3d351f;color:#3d351f\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #3d351f;color:#3d351f\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 eztoc-toggle-hide-by-default' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/botnation.ai\/en\/bank-of-polynesia\/#What_is_your_company_and_what_is_your_role_in_it\" >What is your company and what is your role in it?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/botnation.ai\/en\/bank-of-polynesia\/#What_issues_did_you_face_before_launching_your_chatbot\" >What issues did you face before launching your chatbot?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/botnation.ai\/en\/bank-of-polynesia\/#Why_choose_Botnation\" >Why choose Botnation?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/botnation.ai\/en\/bank-of-polynesia\/#What_was_the_creative_process_like\" >What was the creative process like?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/botnation.ai\/en\/bank-of-polynesia\/#Have_you_seen_any_initial_results\" >Have you seen any initial results?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/botnation.ai\/en\/bank-of-polynesia\/#Would_you_have_any_advice_for_a_company_that_also_wants_to_launch_a_chatbot\" >Would you have any advice for a company that also wants to launch a chatbot?<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\" id=\"quelle-est-votre-entreprise-et-quel-y-est-votre-rle-\"><span class=\"ez-toc-section\" id=\"What_is_your_company_and_what_is_your_role_in_it\"><\/span>What is your company and what is your role in it?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Banque de Polyn\u00e9sie is a subsidiary of the Soci\u00e9t\u00e9 G\u00e9n\u00e9rale Group in French Polynesia. It has 15 branches in Tahiti and the islands. <\/p>\n\n<p>The Customer Relations Center (CRC) provides first-level contact with our customers and prospects, as well as support for customer advisors in answering unanswered calls in branches. The CRC team is also experienced in the use of remote banking tools: website, online banking, switchboard, voice server, and now chatbot! <br> <\/p>\n\n<h2 class=\"wp-block-heading\" id=\"quelles-taient-vos-problmatiques-avant-le-lancement-de-votre-chatbot-\"><span class=\"ez-toc-section\" id=\"What_issues_did_you_face_before_launching_your_chatbot\"><\/span>What issues did you face before launching your chatbot?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>We were facing a high volume of calls on recurring questions: what are the opening hours of my branch? how long does it take for funds to be available when a cheque is deposited? what is the fee for a particular transaction? how can I stop payment on my card?\u2026   <\/p>\n\n<p>And yet, the answer exists elsewhere, in our branches, on our website, on our online banking tools, on our voice server, on our account statements\u2026 all of which the bank makes available to its customers. It\u2019s a simple fact: our customers, like the rest of us, are human, and human beings often prefer to ask questions rather than seek answers. Added to this is the strong oral culture in Polynesia. The launch of Atea, the Banque de Polyn\u00e9sie\u2019s chatbot, was therefore an obvious choice, as it solves a number of problems:   <\/p>\n\n<ul class=\"wp-block-list\"><li>users ask questions instead of looking for answers<\/li><li>it asks these questions in natural language, without needing to know any banking jargon.<\/li><li>the chatbot holds a real conversation, its answers are meant to be complete and reflect the reality of the questions asked previously over the phone. It even bounces back commercially whenever possible! <\/li><\/ul>\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-full\"><img fetchpriority=\"high\" decoding=\"async\" width=\"300\" height=\"307\" src=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/banque_polynesie.jpeg.webp\" alt=\"\" class=\"wp-image-1135\" srcset=\"https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/banque_polynesie.jpeg.webp 300w, https:\/\/botnation.ai\/wp-content\/uploads\/2022\/01\/banque_polynesie-293x300.jpeg.webp 293w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/figure><\/div>\n\n<h2 class=\"wp-block-heading\" id=\"pourquoi-avoir-choisi-la-solution-botnation-\"><span class=\"ez-toc-section\" id=\"Why_choose_Botnation\"><\/span>Why choose <a href=\"\/fr\/\">Botnation<\/a>?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>The Botnation <a href=\"https:\/\/botnation.ai\/en\/create-chatbot-free\/\">chatbot creation<\/a> platform was identified by the Soci\u00e9t\u00e9 G\u00e9n\u00e9rale Group as the most suitable for the subsidiaries\u2019 needs, in particular with the possibility of setting up a <a href=\"https:\/\/botnation.ai\/en\/wordpress\/\">website chatbot<\/a> and a <a href=\"https:\/\/botnation.ai\/en\/messenger\/\">Facebook Messenger<\/a> chatbot.<\/p>\n\n<h2 class=\"wp-block-heading\" id=\"quel-a-t-le-processus-de-cration-\"><span class=\"ez-toc-section\" id=\"What_was_the_creative_process_like\"><\/span><br>What was the creative process like?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>After all the steps involved in launching a project, setting up the script and writing the content was the most time-consuming task at the outset. The project was therefore set up within the Customer Relations Center, a hotbed of recurring questions and always up to date with what\u2019s going on with our customers and the Bank, with subsequent contributions from all the Bank\u2019s business lines to validate the content of the answers to be given to customers.  <\/p>\n\n<p>Content enrichment is a much lighter, more absorbable daily task. On a day-to-day basis, it\u2019s also up to the CRC to take over when the bot can no longer answer: the user can entrust his question to a human thanks to the click-to-call function (transfer to a human advisor via a telephone call). <\/p>\n\n<h2 class=\"wp-block-heading\" id=\"avez-vous-pu-mesurer-des-premiers-rsultats-\"><span class=\"ez-toc-section\" id=\"Have_you_seen_any_initial_results\"><\/span><br>Have you seen any initial results?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Initial results have been very positive, with over 4,000 conversations in the month of launch, rising to 2,000\/month thereafter. And above all, a user satisfaction rate of around 70%! <\/p>\n\n<p>At CRC, new recurring questions regularly arise, which are then used to feed the chatbot\u2019s answers. Offloading more and more recurring questions from CRC to make our customers autonomous is a major challenge, but it\u2019s the only way the team will be able to free up high value-added sales time. <\/p>\n\n<h2 class=\"wp-block-heading\" id=\"auriez-vous-quelques-conseils--donner--une-entreprise-qui-souhaite-galement-lancer-un-chatbot-\"><span class=\"ez-toc-section\" id=\"Would_you_have_any_advice_for_a_company_that_also_wants_to_launch_a_chatbot\"><\/span><br>Would you have any advice for a company that also wants to launch a chatbot?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n<p>Ownership and promotion of this new tool throughout the company is essential to its success. In a company like ours, spread over several sites, we have chosen to appoint ambassadors to ensure the flow of information upstream and downstream, to encourage their colleagues to use the tool, and to report any malfunctions or improvements. <\/p>\n\n<p>An unforeseen use of the chatbot made it easy for us to promote it: Atea, the Banque de Polyn\u00e9sie chatbot, now knows over 500 answers to common questions about the bank. It has thus become an essential ally for our advisors, who now also use it as a document base! <\/p>\n\n<p><br>You can find Atea on the <a href=\"https:\/\/www.sg-bdp.pf\/\" target=\"_blank\" rel=\"noreferrer noopener\">Banque de<\/a><a href=\"https:\/\/www.sg-bdp.pf\/\" target=\"_blank\" rel=\"noreferrer noopener\">Polyn\u00e9sie<\/a> website.<\/p>\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe title=\"La Banque de Polyne\u0301sie pr\u00e9sente son Chatbot Atea\" width=\"780\" height=\"439\" src=\"https:\/\/www.youtube.com\/embed\/nwAVFhdGoFo?start=10&amp;feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Head of the Multimedia Customer Relations Center at Banque de Polyn\u00e9sie, a subsidiary of the Soci\u00e9t\u00e9 G\u00e9n\u00e9rale Group in French Polynesia, Nina Morgenstern manages new projects and the interweaving of different remote banking channels. What is your company and what is your role in it? Banque de Polyn\u00e9sie is a subsidiary of the Soci\u00e9t\u00e9 G\u00e9n\u00e9rale [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":1133,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[392],"tags":[365],"class_list":["post-1721","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-testimonials","tag-top-en-2"],"acf":[],"_links":{"self":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/1721","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/comments?post=1721"}],"version-history":[{"count":0,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/posts\/1721\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media\/1133"}],"wp:attachment":[{"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/media?parent=1721"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/categories?post=1721"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/botnation.ai\/en\/wp-json\/wp\/v2\/tags?post=1721"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}