Conferences & workshops organized by MAJOREL

How can we avoid overloading a highly specialized banking customer service with calls that are not directly intended for it? Majorel has deployed an AI conversational agent, to assist BPCE’s customer payment card holders, to identify and handle calls that do not require the intervention of a specialized customer advisor.

• The expert customer advisor remains focused on processing complex requests.

• The efficiency and quality of relational processes are reinforced: urgent requests, and those requiring a strong emotional connection, are processed as a priority by the expert customer advisor.

• The processing of calls by AI is strictly in line with the banking regulatory and legal framework.

Testimonial and feedback from BPCE and from Majorel operational and digital transformation teams who developed Noa.

Majorel implemented an innovative AI and gamification solution to further develop customer service teams autonomy:

• The agent has immediate and transparent feedback on his performance. He has complete autonomy to access targeted training modules that support his skills development.

• The supervisor manages a dynamic dashboard that automatically centralizes the results of his teams. He is no longer monopolized by routine reporting tasks and can concentrate on his coaching missions.

• The trainer becomes a true creator of personalized and engaging content.

Testimonial and feedback from Majorel operational and digital transformation teams.