Case Study: Crédit Mutuel achieves 60% faster customer service with IBM Watson

Crédit Mutuel is building upon its strength in customer service expertise with IBM Watson.

Crédit Mutuel, one of France’s leading banks, faced rapidly growing customer demand across more than 5,000 branches and 350,000 online inquiries a day. To keep service quality high, the bank needed a way to reduce the time client advisors spent on simple, repetitive questions while helping them handle more complex customer needs, so it turned to IBM Watson.

IBM implemented Watson, including virtual assistants and an email analyzer, to help advisors find the right information faster and support customer interactions across product lines. The solution was rolled out to 20,000 advisors and helped them answer questions 60% faster, while also helping to deflect or handle up to 50% of daily emails—giving Crédit Mutuel more time for higher-value client relationships.

Credit Mutuel

Pierre Reichert

Chief Executive Officer