Chat with Fideuram! Qorus Banking Innovation Awards 2023

Fideuram - Intesa Sanpaolo Private Banking is Italy's #1 network of financial advisors (over 6,000 advisors and 350 bln euro AUM). In July 2023, the bank changed its suitability model from scratch in order to comply with the latest updates of european regulation. The suitability assessment is a process elaborated by the bank to ensure that investment services match the client’s risk profile, and is performed everyday by all 6,000 financial advisors before any investment operation. The release of the new engine was a critical change management challenge: it was crucial to minimize the impact on the commercial network and help line staff in charge of providing adequate support to financial advisors. "Chat with Fideuram" is supporting our "Digital Specialists" and the help line staff to immediately and comprehensively address any specific issues about the new MiFID suitability requirements without using any confidential information. The solution allows to: 1) remarkably reduce the time spent in looking for specific pieces of information in the large amount of documents and reports continuously updated; 2) improve the quality of service provided to the financial advisors 3) introduce a new 'information research' approach by enabling conversational search logics and time saving for the final users 4) adhere to the principles of utmost prudence and caution in carrying out a 'risk-free' experiment.