Crédit Agricole CIB
2019
Chatbot
Communication
Client entity
Helpy helps with all requests concerning your CACIB IT working environment: your computer hardware (workstations and printers), the office environment with its standard software (excluding business applications).
Statement of requirements
The idea of designing a “smart” tool that can simultaneously simulate a natural language conversation, answer questions related to the CACIB IT environment and be available even outside HelpDesk support schedules emerged from the users’ contact.
Implemented solution
The Helpdesk teams thus moved closer to the Innovation and Digital Transformation division (formerly attached to SBT), which had already worked on the development of the HR chatbot HectoR. Together, and involving end users, they design Helpy, the HelpDesk chatbot. The objectives of an interactive chatbot were to allow the user to save time and be more independent with regard to simple answers relating to their working environment, as well as to reduce the number of questions asked of the support.
The + of the Digiteam
Agile development centered on user value
A first functional version of the chatbot was developed in 3 months, then made available to these same users who become beta testers, in December 2018. During this pilot phase, the questions asked by these users to the chatbot were analyzed on a daily basis and made it possible to improve the relevance of the answers given by Helpy.
How to formulate your questions?
Prefer complete sentences with keywords rather than keywords alone! This makes it easier for the robot to think and give you more precise answers.
