How BNP Paribas Securities Services Reimagined Customer Engagements With Amelia

2 minute read

BNP Paribas Securities Services tapped the power of IPsoft’s industry-leading virtual agent Amelia (internally known as “NOA”) to reimagine how its customers access information and services.

  • Challenge

    BNP Paribas wanted to deliver a fluid internal and customer-facing solution for all digital interactions.

  • Solution

    BNP hired Amelia (and named its virtual agent NOA) as the first point-of-contact for more than 1 million customers and employees.

  • Results

    NOA is trained to complete 27 tasks in English and French, with 86% intent recognition.

BNP Paribas is one of the world’s largest banks by total assets, with a business footprint that spans 72 countries and a legacy that extends back more than a century. BNP Paribas Securities Services is a wholly-owned subsidiary of the BNP Paribas Group and is a multi-asset servicing specialist supporting the complete investment cycle on behalf of institutional clients.

As part of the bank’s ongoing digital transformation, it sought a means to add cognitive and automation functionality to its client-facing operations in order to remain competitive within the financial sector. As part of this initiative, BNP Paribas Securities Services tapped Amelia (internally known as “NOA” or “NextGen Online Assistant”) to automate tasks inside two client-facing websites.

Beginning in 2017, Securities Services began working with IPsoft to develop NOA for the company’s NeoLink and PlanetShares web portals. NeoLink provides access to subscribed services for all client segments. In this use case, NOA will provide information to institutional clients (in several languages) regarding the settlement of trades. NOA provides secure on-demand access to information, but also proactively suggests actions she can take on their behalf to resolve issues. For example, if a problem is identified with a specific trade, NOA will lead a user through the process of re-submitting the trade with updated information.

PlanetShares is a client portal that allows companies to manage employees’ global compensation and benefit plans as well as employee-facing benefit self-management tools. NOA guides shareholders through exercise options and provides up-to-date information regarding funds from sales. An initial pilot was developed to provide secure personalized information access regarding clients’ fully registered shares. The pilot was trained on 27 industry-specific skills and quickly achieved 86% accuracy on intent recognition.

In both instances, NOA will enhance the client experience with 24/7 on-demand access to information and services. These implementations also offer secondary benefits by automating high-volume client needs, which frees experienced support staff to focus on complex or higher-value tasks. The PlanetShares project is due to go live to serve 1 million users in Q3 of 2019, while NOA is expected to be deployed on NeoLink, BNP Paribas Securities Services’ client portal, in 2020. In the future, the company plans to deploy Amelia within its internal Symphony implementation and create a retail bank use case.

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  • 1
    million

    Provides customer service for a site that receives more than 1 million visitors.

  • 27
    skills

    NOA is trained in 27 skills for Securities Services customers.

  • 86
    %

    NOA achieves intent recognition of 86% in user interactions.

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