FranceFinance and insurance2018 – ongoingSociété Générale
SoBot retail banking customer assistant
Société Générale said SoBot handled almost 6,000 interactions daily
Problem
Retail customers needed answers to everyday banking questions outside adviser availability.
Approach
Société Générale offered SoBot through its French retail banking website and app from 2018. Natural language processing supported personalized answers and transactions such as one-off transfers.
Results
Takeaway
SoBot supported transactions as well as answers. Interaction counts did not measure resolution rates.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The bank dated SoBot's retail rollout to 2018. It described personalized answers and banking transactions through the website and app.
Société Générale reported almost 6,000 daily SoBot interactions. It described customer-facing bots as existing AI applications.
Full details are in the original sources.