Desjardins Virtual Assistant in Quebec French Qorus Banking Innovation Awards 2022

The project aimed to simplify access for the 14 million callers who contact the Client Relations Centres (CRCs) through interactive voice response (IVR) systems, now designed to prioritize the needs of Desjardins’ members and clients. Callers are prompted to tell a virtual assistant the reason for their call, and their speech is interpreted using natural language processing in Quebec French. Their call is then directed to the appropriate advisor, reducing the number of transfers between CRCs.