AI chatbot handles 500,000 conversations annually, resolving over 50% of inquiries and saving €2 million
A large international financial services company, active in 11 countries worldwide, provides a range of services, including pensions, insurance, and banking, to millions of retail and corporate customers. With support distributed across several call centers and service portals, customers found it increasingly challenging to reach the right resources to obtain accurate information and support. To remain competitive, the client prioritized improving the customer experience with the help of artificial intelligence (AI).
Streamlining processes to reduce costs and improve service delivery
Collaborating with CGI from development to implementation, the client launched an AI-driven chatbot to help reduce costs, streamline customer care, and improve client satisfaction.
The chatbot currently automates the end-to-end customer care process, handling 500,000 customer support conversations per year. It has reduced costs by approximately €2 million annually by decreasing the number of manual tasks requiring human intervention. This savings continues to increase year over year. Of the total number of chats customers initiated with the AI chatbot, only 6% requested live customer care representative intervention to resolve the issue. Overall, customer satisfaction has increased, in part due to the 24/7 availability of the chatbot, resulting in faster customer service.
The need for specialized conversational AI expertise
In the early stages of the project, the client had narrowed down their desired technology to build the conversational AI solution. However, they needed proven expertise to define the right strategy and develop the use cases. The client turned to CGI’s multidisciplinary conversational AI team, with expertise in the chosen technology, linguistics, and natural language processing (NLP).
Initially, the client requested CGI’s help in designing the solution stack. Throughout the project, however, they depended on CGI’s AI expertise at every phase. Working side by side in a DevOps model, the client sought guidance from CGI experts on choosing use cases, mapping the user experience, designing the user interface, building an NLP database, and designing conversations. CGI provided the right skills and knowledge to meet the client’s needs, including the expertise required to integrate different capabilities in data, cloud, human-centered experience, and user experience.
According to the client, because CGI was invested in understanding the customer journey, we helped them define, develop, and implement the AI strategy that best addressed their customers’ pain points. The collaboration resulted in a fully integrated, human-centric AI solution that allows the client to remain competitive while offering improved service to their customers.
Becoming a trusted AI advisor to support the client’s transformation journey
By strategically providing the client with expert guidance and services throughout every phase of the conversational AI project, CGI established its trusted AI advisor status, building on our position as the client's Tier 1 IT services provider.
For example, we organized AI roundtables for financial services clients to allow executives to discuss common AI challenges in a trusted environment. These roundtables now extend to executives in other industries, bringing additional insights, perspectives, and connections to the table.
As consultants for their entire transformation journey, CGI continues to respond to RFIs and RFPs for emerging technologies. In addition, we’re involved in developing the client’s 2.0 version of the AI chatbot, including updating the large language model (LLM) and developing a proof-of-concept (POC) to ensure the solution continues to meet the evolving needs of the company’s customers.
At every stage of the project, CGI connected the client to a network of experts who provided valuable insights and supported the client’s strategic goals. The trusted partnership will enable the client to evolve the technology that is in place and continue to meet customers' needs.
