ItalyFinance and insurance2024 – ongoingBanco BPM
Machine-learning virtual assistant for digital customer service
Banco BPM said its virtual assistant became private customers' most-used support channel
Problem
Customers needed assistance outside branch and customer-center hours. The assistant's earlier deterministic language engine relied on lexical recognition and programmed conversations.
Approach
Banco BPM introduced machine learning to interpret and classify customer requests probabilistically. The assistant operated through websites and apps, with answers adapted to the customer and channel. CRM integration supported personalized offers and referrals to advisers.
Results
No published figures
Takeaway
The deployed assistant combined customer support with sales referrals. Generative AI and retrieval-augmented generation remained planned additions.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Process innovation
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Banco BPM's customer-center head described the assistant's machine-learning intent recognition and CRM integration. She called it private customers' most-used assistance channel and distinguished deployed capabilities from planned generative AI work.
Full details are in the original sources.
