A virtual adviser : Nicolas is a big star
The virtual adviser on Finaref’s website replies efficiently to hundreds of queries, winning a customer satisfaction rate of more than 80%.
His name is Boulanger, Nicolas Boulanger. You can meet him by going to the left-hand menu on the finaref.fr home page. Nicolas invites users to dialogue with him by saying, “Hi, I’m here to answer your questions.” Finaref’s virtual adviser made his Web debut on 13 November 2008 and he’s already a star. “He gives clear, concise and immediate replies to most customers’ questions,” says Stéphane Degor, head of interactive media sales development at Finaref.Unbeatable
Nicolas draws on his (artificial) intelligence and his replies become more detailed in the course of the on-line dialogue. He knows the entire contents of the FAQ section, where users ask him specific questions, and has also mastered 700 items of business-specific knowledge! He is unbeatable on the three most frequent topics: credit applications, customer follow-up, and account management. If Nicolas can’t answer a question -for instance a personal request relating to a customer’s account or a complex financial matter - he immediately asks the customer to phone an advisor. Larger than life
“We wanted our virtual adviser to be not only reliable, professional and efficient, with a broad knowledge base, but also to behave like a human being,” explains Stéphane Degor. That seems to be the case. Since his first appearance, Nicolas has handled an average of 10,000 conversations per month, with an 82% satisfaction rate. And if that weren’t enough, he’s also got a sense of humour. Tell him he’s good looking and he’ll reply, “I’ll take that as a compliment”.
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