BNP Paribas Personal Finance: Fintech Chatbot Challenge
Through the Serendip Fintech Accelerator Program, we helped BNP Paribas Personal Finance explore how conversational AI could simplify the customer experience and reduce call centre volume.
Key Facts
Client
BNP Paribas Personal Finance, a subsidiary of BNP Paribas Group operating across 30 countries and serving over 20 million customers daily.
Programme
Six-month Serendip Fintech Accelerator organised with Bruntwood SciTech and SuperTech WM, focused on chatbot and IVR innovation.
Outcome
Functional proof-of-concept webchat with full use case coverage, presented at the Serendip Showcase Event in Birmingham.
The brief
BNP Paribas Personal Finance challenged us with a clear question: "How might we best implement chatbots to make them successful for our customers and our business?" The goal was to create a conversational chatbot and IVR powered by AI to simplify the customer experience, ensuring customers could complete tasks rather than adding another channel into existing call centres.
The project was part of the Serendip Fintech Accelerator Program, a six-month initiative focused on driving innovation in financial services through emerging technology partnerships.
What we built
Discovery and Conversation Design
We conducted onsite workshops and bi-weekly virtual meetings examining technologies, operations, and user personas. Using Voiceflow for interactive prototyping and Miro for collaboration, we iterated rapidly on conversation design to cover five priority use cases.
- Log In Support: Guided authentication flows reducing friction for returning customers
- Account Details: Self-service access to repeat account information
- Making a Payment: Conversational payment processing assistance
- Early Settlement: Streamlined early loan settlement inquiries
- Electronic Signature: Digital signature guidance and support
Brand Persona and Security
We leveraged the existing brand character "Credito" to establish the chatbot tone and voice, ensuring consistency with BNPPF brand guidelines emphasising Responsibility, Transparency, Empathy, and Simplicity. Security considerations addressed protection of sensitive customer data and financial details while adhering to compliance and privacy regulations.
Impact
The challenge received positive feedback and was viewed as a success at the Serendip Showcase Event in Birmingham, positioning BNPPF to advance customer engagement through conversational AI.
Functional Proof of Concept
Delivered a working webchat prototype with full coverage of five priority use cases.
Knowledge Transfer
Onsite workshops, training sessions, and documentation on conversational AI best practices.
Modern Tooling Adoption
Introduced Voiceflow and Miro-based collaboration workflows for rapid design iteration.
Strategic Positioning
BNPPF equipped to reduce OPEX and improve the customer journey through conversational AI.
"The Bot Forge were able to take us into the modern world with their experience and understanding of AI tools... very engaging and easy to work with. I am confident The Bot Forge will be able to give us digital solutions that improve the customer journey and help to reduce OPEX in the process." -- Simon Jones, Head of Operations, BNP Paribas Personal Finance
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