Discover how LCL and Worldline are transforming customer relationships with generative AI

Artificial Intelligence (AI) is revolutionising the business world, and one of the areas most affected is customer relationships. Generative AI, in particular, offers new ways to optimise the efficiency and quality of a company's customer interactions. Watch our testimonial to find out how our solutions have allowed LCL to benefit from this technology!

1 min.

Worldline Conversational Platform Financial institutions


A customer-focused bank that combines the human and the digital

LCL, a subsidiary of Crédit Agricole S.A., is one of the largest retail banks in France. Committed to customer satisfaction, LCI offers a comprehensive range of banking and non-banking solution. LCL seamlessly blends human relationships with digital services while also supporting environmental initiatives for its 6.1 million customers. LCI was voted best customer service in 2024 and recognised  as the top-rated bank on Google in 2023.

 

ARIA project: transforming customer interactions with Generative AI

LCL and Worldline explain in this testimonial how they collaborated on the innovative generative AI project, the ARIA project, which aims to optimise written interactions between advisors and customers. Didier Lellouche, Head of AI at LCL, highlighted the bank's challenges: an increase in remote interactions, a need for immediacy and efficiency to optimise customer satisfaction, and a growing volume of over 22 million emails per year. 

"Keep the human at the heart of the system. The human had to be imperative and decision-maker on how AI and generative AI in particular would act.”


Didier Lellouche, Head of Artificial Intelligence at LCL

Moving to a new era of emailing

To address these challenges, Generative AI has emerged as the ideal solution. ARIA a generative AI-based writing assistant, enables LCL advisors to write emails faster and more efficiently.

"From the first day, we had a very high adoption! This adoption has been confirmed over time, today, almost 3 months after the launch, virtually all advisers use it daily."

Didier Lellouche, Head of Artificial Intelligence at LCL


A new tool rapidly adopted by advisers

A key factor in the success of the ARIA project was the collaboration between LCL and Worldline. The two teams worked closely to define objectives, ensure the tool’s added value and facilitate its effective  generalisation. This synergy enabled the tool to be rolled out quickly.

From day one, nearly 6,000 advisors tested ARIA. This adoption rate is even more impressive in light of the fact that the tool was initially intended for use for only six weeks as part of the pilot phase. However, due to overwhelming enthusiasm from advisers, there was a request to extend the tool’s usage beyond this period:

12,000 advisers use ARIA daily

42% of emails are generated by AI

1.3 seconds average processing time

 

Next steps: a bright future

Generative AI offers immense opportunities to transform customer relationships. The ARIA project, led by LCL and Worldline, demonstrates the positive impact this technology can have on efficiency and customer satisfaction. It paves the way for a new era of faster, more efficient, and more personalised customer service with many new use cases on the horizon.

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