Lucy is a conversational bot that has achieved a customer satisfaction rate of more than 90% and was born from the partnership between Zaion and La Banque Postale
The Lucy project from La Banque Postale and Zaion received an award at the CX Awards ceremony, which recognizes the best customer relationship strategies on an annual basis. There were 18 categories 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
Whenever social benefits are paid out at the beginning of the month, La Banque Postale receives 30% more calls because vulnerable customers of this bank need to be reassured about their balance.
Customer Relations Services Director Sandrine Beltran relied on the automation of this call pattern with Zaion’s 100% made-in-France technology callbot solution.
The virtual assistant created specifically for La Banque Postale goes by the name Lucy and has a voice and personality in line with the values of La Banque Postale.
“The Zaion Lab created a voice specifically for La Banque Postale in line with our DNA as a bank of the people.” Sandrine Beltran, Customer Relations Services Director
Lucy is the first callbot in France dealing with account management and balance inquiries. She is a fully virtual employee and has been set up on La Banque Postale’s customer service number. She can transfer the call to an advisor if necessary while keeping a record of the context of the call and authenticating the caller. This conversational agent transforms the waiting time into something more useful by evaluating the request and gathering the required information for asynchronous processing by the advisor. Lucy also has a superpower – she can also slow down her speech rate if she detects that the customer is a senior citizen.
As a bank of the people with the aspiration of becoming the most popular bank in France, La Banque Postale has opted for the human/bot collaboration, thus ensuring that its advisors focus on calls related to relationships or business.
Only just born and Lucy is already award-winning
Lucy makes it possible to handle the 30% increase in calls at the beginning of the month and achieves an accessibility rate of 85% across all opening hours. Since launching, there have been significant benefits for La Banque Postale:
- 97% of eligible calls automated
- 80% understanding rate for services beyond balance inquiries such as payment methods and login assistance
- 92% of customers satisfied with the balance inquiry
- 89% of callers satisfied with their experience with Lucy
“Over a period of 6 months, we were able to integrate Lucy into our IT system to enable the confidential and secure exchange of banking data. These 6 months of working in agile mode have allowed us to teach Lucy about account balance reasons and incoming transfers.” Sandrine Beltran, Customer Relations Services Director
After winning over customers and making Zaion and La Banque Postale proud, Lucy continues her rise to fame by conquering the world of Customer Relations. She received the Gold Trophy in the Selfcare & Chatbot category at the CX Awards, which is a tremendous success!
Lucy as a model for the customer relationship of the future
La Banque Postale is a publicly-owned French bank and a 100% subsidiary of the renowned La Poste Group. It handles more than one million calls per month, which are currently answered not only by its 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. Through speech recognition, natural language understanding and emotion detection, Lucy the callbot is building the customer relationship of the future for La Banque Postale.
Give Lucy a shot and she’ll win you over!