FranceFinance and insurance2021 – ongoingSociété Générale
Eliott conversational customer service at BoursoBank
Société Générale said Boursorama's Eliott processed more than 4 million conversations annually
Problem
Customers needed quick answers to routine banking questions through written and voice channels.
Approach
Boursorama, now BoursoBank, used the Eliott conversational engine to process customer requests. Its natural language processing interpreted written or spoken questions and supported automated responses.
Results
Takeaway
Conversation volume established substantial use. It did not establish how many requests were resolved without human assistance.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Société Générale described natural language processing for written and voice customer requests. It said Boursorama processed more than 4 million conversations annually using its conversational engine.
Full details are in the original sources.