About
Using advanced artificial intelligence, behavioral analytics, and machine-learning technology that enabled the autonomous personal financial assistant to learn and understand the characteristics of each client and specifics of each client interaction enabling Desjardins to capture over 35 % greater conversions for the acquisition of new account openings when compared to a more traditional marketing campaign.
Innovation presentation
Desjardins experienced tremendous results in new product conversions following the implementation of the Assistant AccèsD (Exagens white label digital financial assistant) that used behavioral AI technology to increase engagement,relationship and sales in their digital channel.
The solution was deployed to engage with Desjardins’ retail and commercial customers through their digital channels for a series of pertinent conversations build awareness and position the benefits. of a new savings product which was recently launched, Additonally, the Assistant AccèsD was utilized to reduce friction and abandonment by simplifying, and providing guidance with, the account opening and funding process.
In the course of 12 months, over 85 000 new High Interest Savings Accounts were opened with more than ½ billion dollars deposited while capturing over 35 % greater conversions for the acquisition of new account openings) when compared to a more traditional marketing campaign. And the most important point was that the individuals experienced a 98 % satisfaction rate with their interactions with the Assistant AccèsD.
Uniqueness of the project
The solution was the first in the world to proactively and completely autonomously engage clients in highly individualized interactions and conversations through a financial institutions digital channels. Over time, the technology has also helped encourage a positive change in financial behaviour by driving the acquisition of new products and services which address an individual’s unique situational context.
Desjardins engaged with their customers on two levels - the 1st was to provide them a view of the future impact of these potential savings habits for them and the 2nd was to show them the value and benefit in their unique context.
It was a key component of getting them to imagine as well as align to a future positive state and to move them towards that state over a series of different interactions that were triggered based on their own behaviours.
With exagens, Desjardins’ was able to create better relational engagement and greater product and service conversions by providing support, tips, and helps to complete transaction. All that by empathetically and autonomously engaging with our retail and business clients over time and circumstance.
It makes digital interactions between Desjardins and their customers more convenient, individualized, and memorable, resulting in increased loyalty and customer satisfaction and improved financial results.
This unique aspect of the behavioural engine enabled Desjardins to capture almost 35 % greater responsiveness in this scenario when compared to a more traditional marketing campaign.
