Key learnings from the discussion between Adrien Vesteghem, AI Program Director at BNPP BCEF, and Jérémie Cornet-Vuckovic, Consulting Director at Artefact, at the Adopt AI Summit by Artefact - June 5, 2024
About Adrien Vesteghem: Adrien is the AI Program Director at BNP Paribas, where he has structured and launched a major transformation program for all business lines across the bank. He oversees the delivery of AI engines, from ideation to change management, with initial implementations in fraud detection and inbound management. He also focuses on AI risk management and promotes employee acculturation, especially with a focus on Generative AI.
AI Strategy and approach
BNP Paribas’s AI transformation program focuses on a strategic approach to revolutionize their banking operations. This includes a comprehensive plan to integrate AI across various functions, ensuring industrialization of processes and maximizing value creation for both the bank and its customers.
Use cases and benefits
The bank identified six main AI streams, including knowledge management, fraud prevention, and employee assistance. Examples include improving customer message routing and document processing for mortgage applications, increasing accuracy, and reducing processing times.
Attracting customers
The “self-driving CRM” project optimizes marketing campaigns and reduces marketing pressure by determining the best offers for customers. This project requires skills in CRM analytics, data science, and change management.
Implementation and results
The transformation program improved the accuracy of customer message routing by 70% and reduced the processing time for mortgage documents by 95%, demonstrating significant increases in efficiency and customer satisfaction.
“To unlock the full potential of AI, you should consider within your company the basic needs where AI can help and that’ll help you identify the right AI engines.”Adrien Vesteghem, AI Program Director at BNP Paribas
Conclusion and perspectives
The program is centered on customer value and industrialization. The future of multimodal generative AI is promising, with the potential for continuous improvement in banking services for customers. Adrian expresses his enthusiasm for upcoming technological advancements.
Organizational change and adaptation
Implementing AI requires not only technical skills but also change management at all organizational levels, including the executive level, to adapt strategic decisions based on new technological capabilities.
Importance of customer relationships
Despite increased automation, BNP Paribas emphasizes maintaining human relationships with customers by using AI to assist, not replace, bank advisors, ensuring personalized and high-quality interactions.
