France’s Orange Bank has introduced its new virtual advisor, known as Djingo, to strengthen customer relations.
Powered by IBM Watson technology, the new virtual assistant not only answers customers’ questions in natural language but also helps them to complete other important activities such as blocking or unblocking a card.
Orange Bank CEO André Coisne said: “Orange Bank has entered the banking market with an innovative, new offer. Djingo powered by Watson is one of the bank’s innovations.
“The virtual advisor brings our customers a unique experience allowing them to interact with their bank when and where they want,” said André Coisne, CEO of Orange Bank.”
The bank stated that Djingo, which will be available round-the-clock, will serve as the first point of contact for customers.
Djingo will transfer the discussion with a customer to an expert from the Customer Relationship Centre only if the service requires human intervention.
Following access to the customer’s file and the history of the conversation with the virtual advisor, the relationship officer will carry forward the conversation with the customer.
Orange Bank said that the conversations are evaluated by a team of Orange Bank and IBM experts so that the knowledge of the virtual advisor can be improved further.
IBM Cognitive Solutions France vice president Philippe Desbiolles said: “Based on a continuous learning system, Djingo powered by Watson understands more than 85% of questions asked in natural language, which is already an excellent level of understanding.
Orange Bank uses Watson services via the IBM Cloud for agility.