“Initially, artificial intelligence was mainly used to improve our internal processes, such as optimising our pricing, but also our credit scores. In recent years, it has been increasingly used to serve our clients, meeting their needs for speed and customisation. By 2025, generative AI will enable us to perfect our virtual assistants to help our teams and offer our customers a fluid dialogue with their mobile banking application.“
To strengthen our operational performance, we’re also focusing on simplifying and automating processes as part of our “Make-Buy-Share” pooling approach. We’ve thus developed several specialised internal shared service centres, for which, with a 25% increase in resources in 2023, we’ve already achieved the target initially set for 2025 as part of our strategic plan.
Collaborating with the technology ecosystem
To identify and anticipate future trends, we follow an open and collaborative approach focused on start-ups and fintechs at different stages of their development. Over 210 partnerships with start-ups are under way. We support each of them in a targeted and structured way to ensure the industrialisation of our projects, with a view to accelerating our development and improving the customer experience.
Supporting our teams through change
Meeting technological challenges also simplifies the daily lives of our teams. We homogenised the entire IT network and the workstations of our 183,000 employees, in all our regions, to build a unified working environment.We’re also developing our organisation and helping our teams to adapt to new ways of working and learning. This means both continuing to roll out agile methods on a large scale and stepping up our training programmes. We thus created the IT Academy, a platform on which our teams can access a wide range of training modules independently. Lastly, we train and support our employees through the Digital Data & Agile Academy. This digital academy helps both to strengthen their skills (upskilling) and to explore new ones (reskilling) with an issue of a diploma recognised throughout the Group. By mapping key skills, this academy helps us reinforce our teams of experts, in particular our Chief Data Officers, our Data Scientists and our AI Business Analysts.