Case Study: BoursoBank improves advisor autonomy and customer experience with USU Customer Service Knowledge Management

BoursoBank boosts first call resolution by 7% with USU

BoursoBank, a large French online bank, faced challenges in its customer service department due to an underutilized and difficult-to-maintain internal knowledge base. This led to a high re-contact rate, long training times for new advisors, and an uneven customer experience. To address this, the bank partnered with vendor USU to implement its Customer Service Knowledge Management (CSKM) solution with the goal of making knowledge a strategic asset.

USU rapidly deployed its CSKM solution in under three months, centralizing knowledge and establishing governance. The solution was later enhanced with AI agents to automate content generation and updates. The results were significant, including a 20-point increase in NPS, a 7% improvement in First Call Resolution, a 13% reduction in average processing time, and a 46% decrease in escalations to experts. USU's solution successfully transformed knowledge into a key driver of performance and customer experience at BoursoBank.

BoursoBank