Case Study: BoursoBank improves customer service performance with Mayday

BoursoBank boosts NPS by 20 points with Mayday

BoursoBank, a leading French online bank, faced challenges in its customer service department due to an underutilized and difficult-to-maintain internal knowledge base. This resulted in a high re-contact rate, long training times for new advisors, and an uneven customer experience. The bank partnered with vendor Mayday to implement its software suite to transform knowledge into a strategic asset.

Mayday's solution involved a rapid, collaborative deployment to centralize and structure the bank's knowledge. The implementation included AI agents to automate content generation and quality checks. The results were a significant measurable impact, including a +20 point increase in NPS, a +7% improvement in immediate satisfaction, a -13% reduction in average processing time, and a -46% reduction in escalations to experts.

BoursoBank