quality_assurance · finance · workflow
BNP Paribas automates objective and consistent quality assurance with Verint Quality Bots
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Incoming interactions arrive
Agents process 230,000 incoming calls, 15,000 chats, and 24,000 emails every month.
Tools used
Verint Quality BotsVerint Performance Management
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.
Results
Volume38%
Grounding & classification
Source type: vendor customer story
29 fields verified against source quotes.
quality inspectioncall recordingchat transcriptemailhuman review describedmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedbankingaccuracy improvementautomation rateemployee productivitytime savedvendor customer storycall center aicompliance monitoringquality assurancehuman review queuemonitor detect alert