The Zaion x La Banque Postale collaboration gave rise to Lucy, a conversational bot with a customer satisfaction rate of over 90%.
The Zaion x La Banque Postale collaboration gave birth to Lucy, a conversational bot that achieves a customer satisfaction rate of over 90%.
La Banque Postale and Zaion's Lucy project was honored at the CX Awards ceremony, which each year recognizes the best customer relations strategies. 18 categories were open to represent the different channels and means used. La Banque Postale was awarded the Gold Trophy in the Selfcare & Chatbot category.
The birth of Lucy
At the start of each month, when social security payments are due, La Banque Postale receives 30% more calls than usual, because the bank's vulnerable customers need reassurance about their balance and the arrival of a CAF or Pôle Emploi payment.
Sandrine Beltran, Director of Customer Relations Services, opted to automate this call pattern using Zaion's 100% made-in-France callbot technology.
The virtual assistant created specifically for La Banque Postale has a first name, Lucy, a voice and a personality in line with La Banque Postale's values.
"Zaion Lab created a voice especially for La Banque Postale in line with our DNA as a citizen bank." Sandrine Beltran, Director of Customer Relations Services
Lucy is the1st callbot in France to deal with account management and balance queries. A true virtual collaborator, she has been set up on 3639 and can switch to an advisor if necessary, while preserving the caller's context and authentication. The conversational agent transforms waiting time into useful time for qualifying the request and gathering the information needed for asynchronous processing by the advisor. Lucy also has a superpower: she slows down her speech rate if she detects that the customer is a senior citizen.
As a socially responsible bank, and with the ambition of becoming the preferred bank of the French, La Banque Postale has opted for the human/bot duo, which refocuses advisors on calls with relational or business stakes.
Barely born, Lucy is already a prizewinner!
Lucy enables us to absorb the 30% increase in calls at the beginning of the month, to reach an accessibility rate of 85% across all opening hours. Since its introduction, Lucy has brought real benefits to La Banque Postale:
- 97% of eligible calls are automated
- 80% comprehension rate for a scope broader than balance inquiry (payment methods and connection assistance)
- 92% of customers are satisfied with the balance inquiry service
- 89% of callers are satisfied with their 3639 experience with Lucy
"In 6 months, we interfaced Lucy with our information system to enable bank data to be exchanged in complete confidentiality and security. These 6 months of agile project management enabled us to teach Lucy the reasons for an account balance and the arrival of a transfer." Sandrine Beltran, Customer Relations Services Manager
After winning over her customers and making her parents, Zaion and La Banque Postale, proud, Lucy continues her rise to fame by seducing the world of Customer Relations. At the CX Awards, she was awarded the Gold Trophy in the Selfcare & Chatbot category - a great success!
Lucy, a model for the customer relationship of the future
A French public bank with a mission, and a 100% subsidiary of the emblematic La Poste Group, La Banque Postale handles more than a million calls a month, today answered by advisors, but also by Lucy.
La Banque Postale has revolutionized its customer relations and accelerated its digital transformation by integrating a callbot into its customer service department. With speech recognition, natural language understanding and emotion detection, Lucy the callbot is building the customer relationship of the future for La Banque Postale.
To try Lucy is to adopt her!
