Round table: AI agents and augmented advisors

AI agents and augmented advisors

The emergence of AI agents, also known as intelligent agents, marks a key stage in the digital transformation of businesses. These autonomous systems, capable of performing specific tasks proactively and without human intervention, push back the limits of automation by combining decision-making intelligence and natural interaction. In the financial services sector, which is undergoing profound technological change, this innovative advance is giving rise to the augmented advisor: a professional supported by AI to enrich his or her analytical capabilities, optimize recommendations and offer a hyper-personalized customer experience. These tools are revolutionizing business, boosting advisor performance while significantly improving customer satisfaction.

Round table summary

Around a hundred participants gathered at BearingPoint's offices and remotely to attend the roundtable discussion co-hosted by ILLUIN Technology and BearingPoint, with prestigious speakers Tanguy VINCENT, Head of Customer Relationship Prospective at AG2R, and Sébastien POIBLANC, Director of Customer Experience Operations at MACIF.
Through a concrete end-to-end insurance use case, they provided unprecedented testimonials on the advances of AI in their respective companies:

- - - - ➡️ The financial sector, already very strong on NPS, is a forerunner in integrating AI into customer journeys.
      - ➡️ Customer functions are a priority: 70% of the companies most advanced in AI adoption prioritize improving the customer experience in their investments (BearingPoint "Augmented Organisation" study)
      - ➡️ Use cases are already in production: virtual assistants for customer service, automatic writing of letters and emails, analysis of the customer's voice, creation of personalized content, next best action, etc.
      - ➡️ Convincing feedback on improved quality and customer satisfaction, efficiency gains, risk management and advisor comfort.
      - ➡️ Challenges relating to cross-functionality within the company, acculturation and scaling up, taking into account regulatory and human issues.

ILLUIN Technology and Customer Relations

Meeting challenges with an ambitious and innovative approach💡

Convinced that digital technologies can help solve the challenges of improving the customer experience, ILLUIN Technology puts its expertise and products at the service of this approach, in particular for :

- - - - 😀 Improve customer experience (hyper-personalized interactions / 24/7 availability / reduced response time)
      - 💪 Optimizing consultant performance
      - 🔄 Transform internal processes
      - 🔒 Reinforcing compliance and safety
      - 💰 Creating new business opportunities (anticipating customer needs / intelligent upselling and cross-selling)
      - 📉 Reduce operating costs (process automation)

Dialogue to enhance the Customer Experience 😀

At a time when human-machine interactions are being reshaped by the generative capabilities of LLMs, but also by AI agents with increasingly extended autonomy, ILLUIN Dialogue integrates these innovations into your conversational services without risk to corporate image. This powerful low-code platform lets you design conversational agent dialog trees by hybridizing them with powerful generative LLMs, integrate them with your IS, deploy them across all channels, and supervise their activity. In the field of conversational assistants, Dialogue manages Callbots, Chatbots and Searchbots.

With the most advanced NLU models, a powerful dialog engine and easy design, Dialogie offers the most advanced customer experience on the market. The solution also accelerates interactions thanks to GenAI without image risk, thanks to hybrid conversational trees, enabling a very high quality of conversation with users, while eliminating the risks associated with GenAI (hallucinations, prompt attacks...).

Dialogue in figures :

- - - - 100 million conversations managed every year on Dialogue
      - 99%: Understanding rate of our conversational agents
      - 94%: Satisfaction rate of our key account customers
    Useful links 🔗
    - - Find out more about Dialogue
        
        Find out more about BearingPoint