REX: Chatbot by Banque Casino Handles 12% Customer Service Procedures

Banque Casino unveiled a Messenger-based chatbot a year ago. They now report additional results regarding this service, which appears efficient in addressing both customer relation and prospection tasks. Banque Casino explains it can take on customer service duties typically performed by three human agents while driving in 5% more sales.

This conversational agent processes nearly 3,000 requests each month, roughly three man/days. Human agents are assigned sales customisation and customer assistance activities, while the bot deals with more repetitive tasks. Banque Casino intended this service to be applied an “empathic” and natural approach, enabling it to actually have conversations" with their customers, and even use emoticons. It does not include scroll-down menu boxes with sets of preselected questions/answers.

This bot deals with 10 to 12% of customer service-related tasks (compared to 5% after having been in place for three months). They expect that it could end up dealing with more than 30% of these duties. Concerned tasks include password resetting processes, product information, etc. This chatbot can also assist customers through credit-related simulations and subscription processes (including Casino and Cdiscount cards), as a digital signing procedure applies. This channel shows a 5% conversion rate.

Banque Casino explains that roughly 30% of the requests passed over to their call centre come from social media (Twitter, Facebook), or their chatbot.

Comments – Step by step development for chatbots in the credit sector

Banque Casino relied on Keyrus, in charge of technological integration issues, and the start-up Botfuel, which designed this service. Their chatbot has now reached beyond its "learning" phase to become an actual part of the bank’s CRM service. It is even used as a subscription channel, even if it wasn’t initially intended by the bank. The initial goal remains unchanged: assigning creative, value-added missions to their human agents, while building on the conversational agent as an additional tool. Banque Casino added likewise channels for their BtoB customers: their partner Select Tours, for instance, which already enjoys a chat-based feature to handle CRM.

Many players have already launched their own chatbots, including Wedou, DKB, or even Yelloan, among others. Few, however, opted for a similar approach. Banque Casino is mostly running test on this interface and its adoption by their customers: its conversations have to be as natural as possible. Yelloan, for their part, turned their chatbot into a subscription tool where the entire conversation is guided.