Belfius BBot

banking & insurance

Reducing support costs by automating responses to incoming questions on financial products

Accidentally dropped your credit card in the toilet? Wondering what the cost is when you withdraw 100 US$ in New York? Or simply want to know how to apply for a debit card? Those questions and many more are now being handled automatically and 24/7, through the Chatlayer platform. For managing hundreds of thousands of expressions, and thousands of flows in both Dutch and French, a scalable and user-friendly management interface was required. Chatlayer not only delivered on that promise but was also paired with Chatlayer’s Support Agent Platform. The conversation thread is handed over to one of the dozens of human support agents when the NLU engine encounters a question it can’t automatically answer on its own.

Working close with the sales team

Human handover to improve customer experience

Integration with Chatlayer’s Support Agent Platform in order to manage the handover of the conversation thread to one of the human support agents is a must. Whenever the NLU engine encounters a question it can’t automatically answer on its own or when the customer simply asks to speak to a human, the support team is able to take over instantly.

Belfius prefers to work with Belgian tech companies, provided they offer top-notch technology. Chatlayer is clearly one of those companies. Through Chatlayer's chatbot framework, Belfius has been able to speed up its development of the BBot chatbot drastically.

Easiness of building chatbot flows, integration with NLP, testing and training all in one tool. The convenience of the technology-enabled our internal teams to quickly start building with minimal training needed. And when support is needed, the Chatlayer teams are extremely responsive to help you out!
Benoit Speybrouck
Head of Channel Infrastructure at Belfius

Multi-language

Managing conversations in both Dutch and French

For managing hundreds of thousands of expressions, and thousands of flows in both Dutch and French, a scalable and user-friendly management interface was required.

Belfius Bbot

Improving customer service

  • Deep integration
  • Human handover
  • Multi-language
  • High-quality NLP

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