Natixis Interépargne, a pioneer in assisting investors on its website with Thomas, its virtual assistant, has received official recognition for its know-how in customer relations thanks to its use of Living Actor™ technology™.
Thomas, Natixis Interépargne's interactive virtual assistant (IVA), received the “Mister Client 2016” award for the best virtual assistant in customer relations, presented at the Customer Strategy exhibition. Out of the 39 entrants, Thomas obtained the highest score awarded by a jury of students from the Master of International Operational Marketing at the University of Paris Ouest. In this way, Thomas follows in the footsteps of Numéricable’s Emilie and Toshiba’s Yoko, who both received awards in 2014 and 2015 respectively.
Available round the clock, 7 days a week, on the Natixis Interépargne website and on the Mon Epargne Salariale (“My employee savings plan”) mobile application, Thomas answers all investors' questions about employee savings (scheme, taxation, etc.). Boasting an extremely comprehensive knowledge base, Thomas supports them in all their efforts. In his capacity as a proactive assistant, Thomas can also suggest themes related to the question asked in order to further the investor’s inquiries. Since its inception in March 2015, Thomas has been questioned more than 500,000 times, and won a satisfaction rate of 73%!
Thomas was developed by Cantoche, a leader in virtual assistant solutions since 1999, managed by Emmanuel Amouretti, the Delegate CEO. With more than 500 references in 40 countries, Living Actor™ Assistant technology combines a web-responsive interface with a 3D, animated speaking avatar.
“This award comes in recognition of more than seven years' work on new technologies and the contribution of artificial intelligence to customer relations, in support of call center agents. Originally designed to make it easier for investors to understand employee savings schemes, Thomas evolved in 2015 from a virtual presenter to an interactive virtual assistant (IVA). Thanks to Living Actor™ technology, Thomas offers an exceptional user experience,” explained Frédéric Lenoir, Director of Marketing, Communication and Innovation at Natixis Interépargne.