Banking & Insurance
Chatbot migration and digital customer experience in banking
Context
A Public Belgian bank’s chatbot was built on an outdated platform, limiting its interactivity, scalability, and alignment with current market standards.
Objectives
- Migrate the digital assistant from the old platform to a new platform and supplier.
- Make the chatbot more interactive and improve the user experience in line with market trends.
Our Approach
- Conducted stakeholder alignment workshops, drafted new flows and features, and validated them with compliance, legal, communications and business experts.
- Implemented new designs in a specific development environment (GTU) and progressively released new content for user-acceptance testing.
- New content and potential regression issues were tested by a dedicated testing team.
- Released new content and features to production.
- Monitored new releases and made corrections where needed.
Results
- The chatbot was fully migrated to the new platform and deployed in production.
- At the time, the chatbot contained approximately 70 scripted flows.
- An average of 70,000 conversations per month, with approximately 70% handled entirely by the chatbot without human intervention.
- A first retrieval-augmented generation (RAG) module was planned at the time of the reference.
