Crédit Mutuel:
A bank thinks bigger

Reinventing the company by reimagining the customer relationship—with IBM Cloud and IBM Watson.

François-Xavier Maille, director of a Paris branch of Crédit Mutuel bank
François-Xavier Maille, director of a Paris branch of Crédit Mutuel bank

Crédit Mutuel:
A bank thinks bigger

Reinventing the company by reimagining the customer relationship—with IBM Cloud and IBM Watson.

Customer service employee wearing a headset

When Crédit Mutuel embarked on its “together#newworld” initiative—a five-year project to become a leading digital bank—it brought in IBM to help it reinvent itself.

AI gives bank advisors more time to be involved and innovative

Crédit Mutuel’s goal: to engage with customers more deeply, both online and offline, while providing new products and the fastest service—all in an environment of trust and security. To do that, the bank is infusing IBM Watson into the applications its advisors use and is embracing IBM Cloud as a platform for innovation, trust and security.


60%

faster response to business inquiries

175,000

daily emails routed and prioritized

Deeper customer relationships translate to higher operating performance

François-Xavier Maille, director of one of the premier branches of Crédit Mutuel bank in Paris, was the first to deploy the initial AI solution: a Watson virtual assistant that helps employees answer customers’ questions. “The application has liberated our people from a few recurring tasks so they can devote their time and talents to understanding our clients’ aspirations, challenges, and circumstances,” says François-Xavier. Today, 23,000 Crédit Mutuel advisors across France rely on the Watson tool, which helps employees answer business-related questions 60% faster. The bank intends to use Watson across all of its business lines.

Crédit Mutuel logo

Ready for Watson’s help: clues that bank communications can benefit from AI

Pie chart that is 65% filled

65%

Percentage of customers who interact with their banks through multiple channels

Pie chart that is 25% filled

25%

Percentage of agent phone calls and inquiries that could be serviced in other channels

Column chart with one column 60% higher than the other

+60%

Customers who bank online more than once a week are 60 percent more likely to be active retail branch users

Solving the trust equation for financial institutions everywhere

But that’s just the start. Crédit Mutuel is making important decisions—about data, compliance and regulation, cybersecurity, and managing applications across the enterprise. To achieve digital banking at scale, IBM and Crédit Mutuel are crafting a hybrid cloud strategy that encompasses multiple clouds and on-premise systems, including the mainframe. At the same time, experts from Crédit Mutuel and IBM Services are working together in a “Cognitive Factory” that provides a fertile environment for identifying, building and deploying new AI solutions. With many internal IT teams involved, IBM and Crédit Mutuel are also creating industrial tools and training assets to efficiently expand cognitive solutions to 100% of the business lines of the company.

Crédit Mutuel’s reinvention represents a synthesis of human and machine that gives banking new power. Employees can find the optimal blend of talent and data, use their talents to the fullest, delve more deeply into clients’ financial challenges and develop smarter, more creative solutions. Extrapolate IBM’s immediate impact on Crédit Mutuel to the entire world of financial services, and you can see the implications for how banking consumers experience and engage with their financial institutions: More relevant innovation for customers. Lower client turnover for banks. Greater confidence in asset management for consumers. Higher employee engagement and contributions. Growing customer satisfaction. And more predictable performance for institutions. AI accelerates access to relevant information and liberates people to provide a human touch.

1. Accountability. AI designers and developers are responsible for considering AI design, development, decision processes, and outcomes.

Designing Trustworthy AI

Designers and developers must foster trust by understanding the ethical implications of the AI applications they create. IBM has created a guide to help.

1. Accountability. AI designers and developers are responsible for considering AI design, development, decision processes, and outcomes.
2. Value Alignment. AI should be designed to align with the norms and values of your user group in mind.

Designing Trustworthy AI

Designers and developers must foster trust by understanding the ethical implications of the AI applications they create. IBM has created a guide to help.

2. Value Alignment. AI should be designed to align with the norms and values of your user group in mind.
3. Explainability. AI should be designed for humans to easily perceive, detect, and understand its decision process.

Designing Trustworthy AI

Designers and developers must foster trust by understanding the ethical implications of the AI applications they create. IBM has created a guide to help.

3. Explainability. AI should be designed for humans to easily perceive, detect, and understand its decision process.
4. Fairness. AI must be designed to minimize bias and promote inclusive representation.

Designing Trustworthy AI

Designers and developers must foster trust by understanding the ethical implications of the AI applications they create. IBM has created a guide to help.

4. Fairness. AI must be designed to minimize bias and promote inclusive representation.
5. User Data Rights. AI must be designed to protect user data and preserve the user’s power over access and uses.

Designing Trustworthy AI

Designers and developers must foster trust by understanding the ethical implications of the AI applications they create. IBM has created a guide to help.

5. User Data Rights. AI must be designed to protect user data and preserve the user’s power over access and uses.
 

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