On the occasion of the IBM Business Connect 2016 event, Crédit Mutuel presented how he uses the IA Watson, developed by IBM, to assist in its tasks customer advisors.
Watson, the cognitive engine developed by IBM is already used by various companies overseas in areas such as health, education or customer relations. While artificial intelligence is now in French, it was time for IBM to invite Crédit Mutuel to share his experience with Watson. The bank has not only involved in motor adaptation in the French language but Watson is currently testing to facilitate the work of customer service representatives.
Watson, a concrete use cases in business in France
When IBM Business Connect 2016, the bank Credit Mutuel was present including its subsidiary in charge of computer systems, Euro-Information. The president of the company itself, Frantz Ruble, addressed the audience to present the various Watson utilization projects in its bank.
Two major projects are under construction. They already well since their early to mid-2015. The first project concerns the emails that Crédit Mutuel advisors interact with clients. "Advisors should treat between 300,000 and 600,000 e-mails a day," explained Mr. Ruble. Watson is used in this case to analyze emails to determine priorities. It also offers advisors automatic responses. 20 branches of Crédit Mutuel are testing this system.
Watson can analyze millions of data
The second project, meanwhile, insurance and savings products offered by the bank. According to customer demand, Watson research the most appropriate response in the well-stocked database of the bank to move up to the advisor. "It helps identify customer demands, but the adviser remains the sole decision" indicated Crédit Mutuel to emphasize the role of assistant cognitive motor Big Blue.
Currently being tested in an agency, deploying the virtual assistant is scheduled for November 2016 regarding insurance products and from February 2017 for financial products.
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