Belfius enhances customer experience with multilingual AI-powered chatbot

Belfius, a leading Northern European Digital Bank, aimed to enhance their customer experience by migrating from a pure scripted bot platform to an advanced AI solution. Their primary objectives were to increase customer satisfaction and improve efficiency while reducing the manual workload for operators. Mistral Large was implemented to enable generative AI capabilities on Belfius’ customer chatbot, with the goal of creating a completely personalized experience. The chatbot is available in Dutch, French, and English, making it accessible to a wide range of customers. Additionally, Mistral AI supported Belfius in their guard-railing strategy by providing expert support and testing datasets. By integrating Mistral Large, Belfius significantly improved the efficiency and satisfaction of their customer interactions, setting a new standard for personalized banking experiences.