Case Study: Ma French Bank boosts customer satisfaction with Zaion Callbots

How did Ma French Bank increase user satisfaction with its customer service

Ma French Bank, a digital subsidiary of La Banque Postale, faced a challenge in managing over a million annual customer calls. Their service indicators were unsatisfactory, and they needed a solution to provide quicker responses to improve customer satisfaction and processing capacity. To achieve this, the bank turned to Zaion for its AI-powered callbot technology.

Zaion implemented a suite of callbots, including a WelcomeBot, ProcessingBot, and OverflowBot, to automate 30% of calls related to simple requests. This solution allowed customers to be autonomous for many tasks and ensured all calls were answered. As a result, Ma French Bank's customer care rate increased from 60% to over 85%, they reached their ROI in under three months, and improved both customer and advisor satisfaction.

Ma French Bank

Julien Mouzard

Customer Relationship Director