Banque Casino Launches a Voice-Based Chatbot to Improve Customer Relation

Banque Casino partners with Greenbureau –start-up specialising in customer relation– to launch a new service enabling their customers to contact banking advisors.

This solution crafted by Greenbureau provides customers with a voice-based chatbot able to process requests expressed in natural language.
Also, if customers need to wait long before an advisor can be available to answer their questions, the conversational agent may feature two options based on the type of call (landline phone of mobile phone).
- Customers calling from a landline may be proposed an appointment, and customers calling from a mobile phone are directed to an instant messaging service.
- If customers call from an iPhone, Apple Business Chat in iMessage will be favoured.

With this new interface, Banque Casino wants to improve their CRM centre’s productivity and service quality, while also addressing the issue of waiting time. Their productivity is supposed to be improved by 20%.
Banque Casino provides their customers with a way to contact their bank through a digital service in charge of processing their requests, in addition to a regular interactive voice server –which doesn’t always feature a friendly interface for handling customers’ calls.
This subsidiary of the retail group Casino and Crédit Mutuel manages more than 1.5 million customer interactions each year, including 60% over the phone.
As their smart service also makes it possible to process low added value requests faster, providing advisors with more time to deal with more complex requests.

With this launch, Banque Casino meets customers’ increasing need for self-care options. Last year, this institution introduced their own Facebook Messenger chatbot, too.
Other banks are also relying on these technologies for the sake of improving CRM. In 2018, Hello Bank! unveiled a chatbot, and Swiss Life started featuring the voice-based assistant AIDA.
For Greenbureau, this partnership proves that conversational agents are gaining ground (through voice-based and messaging services) and may even be the future of customer relation services. This start-up has over 70 corporate customers including several CAC 40 groups.

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