Case Study: Belfius Bank achieves 20–30% call volume reduction and faster customer response with Genesys

Chatbot delivers cutting-edge customer service

Belfius Insurance, part of the integrated Belfius banking and insurance group in Belgium, faced fragmented information across siloed, outdated systems that left contact center agents flooded with routine inquiries, long customer wait times and a heavy phone volume. To improve agent efficiency and speed up customer responses, Belfius partnered with Business & Decision to evaluate and implement a chatbot solution using Genesys DX.

Using Genesys DX and an agile rollout—starting with a 65-answer proof of concept and expanding the knowledge base to 888 answers, plus a SharePoint widget and onsite consulting to meet security and GDPR requirements—Belfius cut call volumes by 20–30% (20% for Car, 30% for Assistance), shortened response times, made information easier for agents to access, and gained better visibility into knowledge gaps. Chatbot usage is rising ~25% weekly, and Belfius plans to extend the bot across more products and divisions.

Belfius Bank

Pascal Buyle

Head of Non-life Policies Retail