Case Study: BNP Paribas boosts digital self-service and sales with Verint Coaching Bots

BNP Paribas boosts digital self-service from 10.1% to 18.4% with Verint

BNP Paribas, a large European bank, sought to improve the quality and consistency of its customer service interactions, particularly in a modern contact center environment. The challenge was to deliver empathetic and efficient service by guiding agents in real time during calls, especially in complex situations involving negative customer sentiment. To address this, the bank partnered with vendor Verint and implemented its AI-powered solution, Verint Coaching Bots.

The solution from Verint analyzed customer calls and agent desktop activities in real time, using linguistic, acoustic, and application triggers to provide automated guidance to agents. This implementation enabled BNP Paribas to prompt agents to promote digital self-service and manage objections effectively. The measurable results were significant: digital self-service usage increased from 10.1% to 18.4%, up-sell offers rose by 62%, sales increased by 48%, and collections call volume to voicemail was reduced by 75%, showcasing a strong return on investment from the Verint platform.

BNP Paribas