FranceFinance and insurance2016 – ongoingCrédit Mutuel Group
Watson email analysis and adviser knowledge assistants
IBM reported that Crédit Mutuel advisers found answers 60% faster with Watson
Problem
Crédit Mutuel advisers handled rising volumes of customer inquiries. Repetitive questions and searches for product information consumed time.
Approach
Crédit Mutuel and IBM trained Watson on banking terminology and internal knowledge. Advisers used French-language services during 2016 before a wider rollout. An email analyzer helped prioritize requests, while virtual assistants retrieved product information.
Results
Takeaway
The reported speed improvement concerned finding answers. It did not establish an equivalent reduction in total customer-service staffing.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
IBM described an email analyzer and virtual assistants supporting 20,000 advisers. It reported that advisers found answers 60% faster.
IBM stated that advisers had used French-language Watson services during 2016. It described a completed pilot and announced expansion across the branch network.
Full details are in the original sources.