The feeling’s Crédit Mutuel for IBM Watson
“First commercial use” of Watson by a financial institution in France
Following a pilot, IBM says its Watson cognitive technology will be extended to Crédit Mutuel’s 20,000 employees and 5,000 branches in France to help with the bank’s operations.
This marks the “first commercial use” of Watson by a financial institution in France to assist its staff. The bank’s customer advisors have been using Watson services in French for the past year, integrated in their business applications, as they have partnered to train and improve Watson’s French language capabilities.
Nicolas Thery, chairman at Crédit Mutuel, says Watson is a “perfect working partner to assist our professionals” and “augment their service quality”.
By mid-June, Watson-based solutions will be deployed to client advisors across the 15 federations of Crédit Mutuel throughout France.
IBM says its “Email Analyzer” will help the advisors of these branches to manage the more than 350,000 customer e-mails they receive each day. The solution allows the bank to identify the most frequent requests, determine the level of request urgency and help its client advisors execute faster or delegate associated tasks, allowing them to accelerate and enhance responses provided to their customers.
Two virtual assistant applications will also use Watson to help advisors provide customers with information on offerings, such as insurance, savings and investments products.
Crédit Mutuel will extend the use of Watson to additional use cases later this year, for health, personal risk insurance, car credit insurance, and bank credit services.
