GIE CB and Worldline launch a new conversational commerce concept based on chatbots
Bezons, 23 june 2017. Worldline [Euronext: WLN], European leader in the payments and transactional services industry, and Groupement des Cartes Bancaires CB (local scheme in France) joined forces to offer a new customer experience journey that uses chatbots as an innovative channel for interaction between merchants and consumers. This new concept of "conversational commerce" puts a consumer's Facebook Messenger in touch with a merchant's chatbot.
Faced with the digital transformation happening around the world and the change in our consumption and buying habits (particularly with the arrival of Millennials), innovation and a clear vision are mandatory for growth and development in the payments industry. Our clients therefore rely on Worldline’s expertise to anticipate these changes and take advantage of transformative technologies. That is why investing in innovation is of strategic importance for Worldline.
Facebook, WeChat, Snapchat, WhatsApp and other instant messaging services connect more than 2.5 billion people around the world, enabling both money to be transferred and consumers to interact with brands and merchants.
Starting a conversation is as easy as opening your app (Facebook Messenger, for example) and finding the brand you want to communicate with. Using chatbots, brands too are finding it easier to stay in touch with their customers; they can pick up a conversation whenever they wish through this channel.
Chatbots also represent a simple way of providing online services (virtual assistance and self-service with text, image, video, etc.) and so are creating a new channel for managing client relations and "pushing" information to users, while also offering additional means for collecting quality information as well as the possibility of making payments.
Worldline, leader in payments and digital transformation, joins forces with CB to offer, firstly, a merchant chatbot and, secondly, an excellent in-app integration of Paylib for payment cards. The shopping experience is a convivial one, conducted through Facebook Messenger with a fully integrated payment step. For example, it is extremely easy to order and pay for a product like a sandwich or a burger from the instant messaging service.
"LAB by CB aims to incubate future trends and to innovate with new customer journeys that incorporate payment. The collaborative approach of LAB by CB helps us build partnerships and improve our chances of detecting any signs, however weak they may be. LAB by CB is a facilitator and an accelerator for bringing the most relevant innovations to the market. Our partnership with Worldline on this conversational commerce project perfectly illustrates the raison d'être of LAB by CB. It also demonstrates the close relationship it has with players who anticipate future trends and the new technologies into which CB is determined to incorporate a fluid, ergonomic and secure payment process," explains Philippe Laulanie, CEO of CB.
"Worldline is proud to assist and support the banking and retail sectors for more than 45 years as they develop new uses and payment experiences, help to simplify and secure these interactions. For Worldline, LAB by CB represents a great opportunity to demonstrate our capacity for innovation and for listening to the expectations of the various markets," adds Marc-Henri Desportes, General Manager of Worldline.
About Groupement des Cartes Bancaires
CB, innovation inside. Established in 1984 to provide a universal and interoperable card payment and ATM cash withdrawal scheme in France, Groupement des Cartes Bancaires CB is a non-profit organisation acting as the governing body of the CB payment scheme. In 2016, CB had 112 members comprising both banks and payment institutions worldwide. CB is responsible for the system's overall architecture, inter-member rules and procedures, and risk management. CB also defines technical and security standards, and ensures that products and services used in the CB system comply with these standards. CB operates an information system, providing its members with high performance data mining tools and countermeasures in the fight against fraud. With LAB by CB, CB and its partners are innovating and imagining new customer experience pathways and the payment schemes of the future. CB is the leading payment scheme in France with 66.5 million CB cards in circulation, 57,136 ATMs, 1,490,144 CB merchant contracts, 12.11 billion transactions amounting to 592.5 billion euros in 2016.
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry. Worldline delivers new-generation services, enabling its customers to offer smooth and innovative solutions to the end consumer. Key actor for B2B2C industries, with nearly 45 years of experience, Worldline supports and contributes to the success of all businesses and administrative services in a perpetually evolving market. Worldline offers a unique and flexible business model built around a global and growing portfolio, thus enabling end-to-end support. Worldline activities are organized around three axes: Merchant Services, Mobility & e-Transactional Services and Financial Services including equensWorldline. Worldline employs more than 8,700 people worldwide, with estimated pro forma revenue of more than € 1.5 billion on a yearly basis. Worldline is an Atos company. worldline.com