Quality assurance · Production

BNP Paribas automates objective and consistent quality assurance with Verint Quality Bots

The problem

BNP Paribas's Quality Team could only study a small sample of customer calls, leaving the bank without visibility into activities that may be undermining the customer experience and exposing it to unnecessary risk.

Workflow diagram · grounded in source

Incoming interactions arrive

trigger

“Our 230 agents process 230,000 incoming calls, 15,000 chats, and 24,000 emails every month.”

Bots auto-assign interactions for evaluation

ai_action

“The Verint solution automatically delivers the desired type and number of agent/customer interactions to be evaluated for each employee based on business rules.”

Book of Standards compliance check

validation

“A dozen automated, 'out-of-the-box' forms are implemented, covering criteria like empathy, verification, rebound, greeting, and language. These rules are used to automatically check that agents follow the most common compliance guidelines.”

Quality scores populate KPI scorecards

output

“Quality scores then feed these key performance indicators (KPIs) in scorecards”

Scorecard-driven coaching and training

feedback_loop

“which in turn are used to drive performance-based coaching and training”

Daily agent and manager scorecard review

human_review

“Agents and their managers are also able to view and understand their scorecards on a daily basis”

Reported outcome

Verint Quality Bots enabled BNP Paribas to automate quality monitoring across all interactions, driving a 38% increase in agent quality in five months, a 63% increase in digital channel promotion, and objective and consistent quality assurance and coaching at scale.

Reported metrics

Agent quality increase38%

Digital channel promotion increase63%

Paraphrasing improvement20%

Digital channel promotion frequencyfrom 22 percent to 36 percent in just six months

Show all 6 reported metrics

agent quality increase38%

digital channel promotion increase63%

paraphrasing improvement20%

digital channel promotion frequencyfrom 22 percent to 36 percent in just six months

digital channel efficiencyfrom six percent to 10 percent in 12 months

risk reduction through automationReduced risks by automating the entire quality management process

Reported stack

Verint Quality BotsVerint Performance Management

Source

https://www.verint.com/case-studies/bnp-paribas-automates-objective-and-consistent-quality-assurance-with-verint/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Verint Quality Bots enabled BNP Paribas to automate quality monitoring across all interactions, driving a 38% increase in agent quality in five months, a 63% increase in digital channel promotion, and objective and co…

What tools did this team use?

Verint Quality Bots, Verint Performance Management.

What results were reported?

Agent quality increase: 38%; Digital channel promotion increase: 63%; Paraphrasing improvement: 20%; Digital channel promotion frequency: from 22 percent to 36 percent in just six months (source-reported, not independently verified).

How is this quality assurance AI workflow structured?

Incoming interactions arrive → Bots auto-assign interactions for evaluation → Book of Standards compliance check → Quality scores populate KPI scorecards → Scorecard-driven coaching and training → Daily agent and manager scorecard review.