Optimizing customer service - Nuance Virtual Assistant

BNP Paribas Personal Finance optimizes its customer service with a virtual assistant

BNP Paribas Personal Finance Spain launched a pioneering project to increase efficiency in customer service and improve the customer experience.

Description

BNP Paribas Personal Finance Spain set out on a mission to transform and evolve their customer care model to increase efficiency and optimize customer service. This meant embarking on a digital transformation to take advantage of automation and provide their clients with 24/7 access to the information they need.

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“ With our virtual assistant project, we seek to achieve the two most important improvements for any customer service model: greater customer satisfaction and increased efficiency. ”

Paz Puchol
Director of Operational Digital Transformation
BNP Paribas Personal Finance

Challenge

To transform and evolve customer care through an optimal balance between human and virtual care to increase efficiency and improve customer experience

Solution

Nuance Virtual Assistant

Result

96% accuracy in understanding the queries managed by the virtual assistant and 46% decrease in queries managed by call center agents

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