The BPCE Group is accelerating the adoption of generative artificial intelligence to serve clients, advisors, and all employees, reaching the milestone of one in two employees using AI on a daily basis

A Massive Adoption of AI by Employees

The BPCE Group has launched and deployed, over the past two years, its secure generative AI tool named "MAiA," which relies on external language models such as Mistral AI, OpenAI, Google, and Anthropic. "50% of our 100,000 employees use MAiA an average of 40 times a month. We have achieved our goal a year ahead of schedule," explains Yves Tyrode, General Director of Digital & Payments at the BPCE Group.

Originally designed as an internal AI chat, MAiA has evolved into a suite of specialized applications or "assistants," tailored to the needs of various professions, such as business development, customer relations, human resources, fraud prevention, risk management, and legal services. MAiA handles over 2 million prompts per month.

AI Transforming Banking

The use of AI has become widespread across all sectors, including the Banque Populaire and Caisse d’Epargne networks, BPCE Solutions Expertises Financières, BPCE Assurances, BPCE Digital & Payments, and the global businesses of Natixis. In line with its VISION 2030 plan, the BPCE Group is focusing its efforts on a few priority areas with very encouraging adoption by users:

• Assistance for advisors in branches: AI aims to support all banking advisors in their daily interactions with our clients. Currently, 75% of our advisors use AI through several tools specifically designed for their activities, each tailored to different stages of the client relationship (before, during, and after appointments) and various areas of expertise (individuals, professionals, businesses). The goal is twofold: to consistently provide quality service and advice to all our clients with advisors who are increasingly attentive and proactive.
• Improvement of the digital experience: AI is already integrated into the Banque Populaire and Caisse d’Epargne mobile applications via a virtual assistant that allows clients to be guided autonomously, 24/7. Proof of the effectiveness of this service is that 1 million digital clients are already using it. This service is currently being rolled out to professional and business clients.
• Transformation of specialized customer relationship centers: The BPCE Group has implemented AI solutions to transform its specialized customer relationship centers, which currently handle 12 million calls per year. Seven major use cases are in production, and some have already been deployed, such as voicebots capable of directing customer requests and automatically handling certain ones (with already one million calls processed end-to-end by AI), as well as automated call summaries that enhance service quality and free up time for tele-advisors to focus on customer relations.
• Support for IT professions: One third of BPCE developers (about 1,500 employees) are already equipped with AI tools to assist them in all their activities.

An ethical and responsible AI

The BPCE Group has signed an agreement on workforce management and career paths (GEPP) that uniquely includes a section on Artificial Intelligence. Signed unanimously by representative organizations and lasting three years, it provides a negotiated framework for the integration of generative Artificial Intelligence in the companies of the BPCE Group. The next steps will include further deepening HR support while ensuring ethics, responsibility, and data sovereignty. The group will continue to develop solutions that comply with regulations such as GDPR and the AI Act, in line with its cooperative values.

"We are convinced that generative AI is set to become a standard for all our employees and all our professions. This massive adoption will enable the BPCE Group to improve its operational efficiency," concludes Yves Tyrode, General Director of Digital & Payments at the BPCE Group.