TECHNOLOGYSeizing the opportunities provided by AI
Artificial Intelligence (AI) is a transformative technology with immense potential to support business growth while simplifying our daily lives. That is why its industrial and controlled development is at the heart of the Technology pillar of our strategic plan. Read on for an overview of some of the major advances made in 2024.
In the summer of 2024, BNP Paribas signed a partnership agreement with Mistral AI, a French start-up specialising in generative artificial intelligence (see page 61). Through this structural multi-year partnership, the Group can access current and future models developed by Mistral AI. By using its large language models in several business lines, we are developing use cases primarily focused on improving customer services, sales, trading, research and information systems. The adaptability of Mistral AI’s solutions also enables optimal management of energy consumption, a vital asset for BNP Paribas, which promotes a rational and responsible use of AI. This major step in our strategy allows us to focus on the development of ultra-personalised digital services, such as virtual assistants, while simplifying our processes.
INVESTING IN RESEARCH AND DEVELOPMENT
Already a user of AI for risk management, payments, understanding and processing emails, as well as the modernisation of credit management and the processing of regulatory obligations, BGL BNP Paribas initiated an R&D project, in collaboration with the Interdisciplinary Centre for Security, Reliability and Trust at the University of Luxembourg. This initiative, which aims to develop an intelligent and secure monitoring system for AI solutions, benefits from public co-financing as part of the RDI (Research-Development- Innovation) aid scheme as well as from the support of Luxembourg’s Ministry of the Economy and Ministry of Finance.
IMPROVING THE CLIENT EXPERIENCE
For its part, Arval leverages AI to optimise the client experience. In one of the experiments carried out by Arval, thanks to proactive and predictive maintenance supported by AI, our clients no longer need to schedule the maintenance of their vehicles on fixed dates. The AI will suggest the best time to do this, allowing the client to optimise the time spent on fleet maintenance without compromising quality. AI is also used in Arval Flex, a flexible vehicle rental solution that allows clients to test drive an electric vehicle as part of a non-binding monthly subscription. AI uses a client database to pre-qualify those potentially interested in electrifying their fleet, thus facilitating the work of sales teams.
Focusing on customer satisfaction, BNP Paribas Cardif developed an innovative solution with Orange. Based on a score calculated by AI, the insurer automates the acceptance of claims reported by policyholders in the event of breakage and/or oxidation of their mobile devices. By accelerating the acceptance process - slashed to a few seconds compared to several hours previously - this solution streamlines the process and optimises the customer experience. Four out of ten claims are now accepted automatically in a matter of seconds, thus reducing delays and simplifying procedures. Nonetheless, clients can still choose to be supported by a claims manager.
200,000This is the number of requests processed in 2024 by Eva, the conversational agent of Floa, one of the leaders in split payment solutions. Using AI to answer its clients’ calls in real time, this initiative also enabled the fintech to improve its NPS(1). This innovation has won several awards.
(1) The Net Promoter Score (NPS) is used to measure the propensity and likelihood of customers to recommend a brand, product or service.