Bringing the client experience to a new level with AI

With AI transforming industries across the board, find out how BNP Paribas CIB is elevating the client experience on its Centric platform for corporates.

Artificial intelligence is fast developing across all sectors and industries, with multiple applications in the financial industry. According to BNP Paribas Exane experts, banks are moving quickly to explore the potential of this technology, with improving customer services currently a main area for investment. AI looks set to accelerate innovation in the financial services industry, which has been an early adopter.

Drawing on this technology, BNP Paribas CIB has rolled out AI-powered assistant NOA on Centric. Centric is the Bank’s digital banking platform initially designed for CIB corporate clients, but today also distributed across CIB and Retail markets. Centric has always been the “one-stop shop” for clients to reach all our online services and interact with the Bank on their daily banking topics. With NOA it is now a full-servicing platform, also taking care of client support and self-care.

Hear from our experts how NOA’s simple, fast and frictionless service supports BNP Paribas CIB’s commitment to offering the best user experience available and seamless daily banking.

  • Thierry Bujon de l’Estang (Chief Digital Officer Global Banking)
  • Marie-France Delouard (Head of Cash Management EMEA)
  • Judith Messad (Head of Cash Management Client Services EMEA)
NOA assistant

About NOA

NOA offers a very human-oriented, conversational user experience, making it easy to ask questions and get answers immediately. NOA has access to all client transactions on Centric and answers reliably in mere seconds. If the question is too specific, it will automatically escalate the question to the right client support team, who will treat the request as a priority.

For example, NOA is already helping clients find payment information quickly. If they are looking at a payment in Connexis Cash, they can ask NOA the status then and there: it will recognise the payment and reply on the spot. NOA can also help to:

  • Provide cut-off times for transactions, based on BIC code, currency and payment type (national, cross-border);
  • Train clients in the use of our apps, such as Connexis Cash. This accelerates clients’ appropriation of the platform, enabling our teams to focus on value-added tasks;
  • Help with token management: NOA explains to users how to install Connexis Pass and activate the token for secure login.

NOA has already been rolled out in Europe and Asia, where 80% of clients can now use the AI-powered assistant to support them in their day-to-day transactions and answer daily banking questions. The Middle East and the Americas will also soon have access to NOA, making daily banking a lot easier.