Success story
How Millennium BCP Supports Its Sales Network With Max
Max, an AI agent built on Visor, gives Millennium BCP's entire sales network full support around the clock.
- Client
- Millennium BCP
- Industry
- Banking
- Channel
- Chat
- Audience
- Sales team
- users supported
- 5,000
- of conversations expected to be automated
- 80%
- to launch Max
- 6 weeks
- the team's efficiency
- 2x
The story
How Millennium BCP works with Visor
What Millennium BCP Needed
Millennium BCP is Portugal's largest privately owned bank, and its sales team has more than 5,000 people. They need up-to-date knowledge and quick answers to their questions, and that's the job of the Commercial Support team. Support used to run through a traditional call centre, which couldn't give the bank the speed or availability it wanted: each advisor could help one person at a time, only in business hours, and the work was mostly reactive. Millennium BCP wanted to understand what its people needed and get there before they asked, using automation to make support quicker. So it decided to build an AI agent with Visor.
What the Bank Built on Visor
Millennium BCP built its AI agent, Max, with Chat AI Agent and made it the main support channel for all of the bank's sales networks. It started from the existing knowledge base, which the bank reviewed with Visor and with each product and service owner before loading it into Max. Since then the Commercial Support team has updated Max itself every day with news and changes to the bank's procedures and offers. Max answers straight away. If someone needs more detail or has a harder question, a ComDirect advisor joins through live chat on the Visor platform and sorts it out. Those questions are then reviewed and taught to Max. As the bank likes to say, Max might not know the answer today, but it will tomorrow, so automation keeps growing.
What Changed in Sales Support
Max doubled the efficiency of the bank's support team. It shows which topics need the most help, serves many more people and answers much faster. Sales support is now available at any hour, any day of the year, which has made everyone more satisfied and more productive. Max started at 65% automation in 2021, and the goal is 80%, meaning 80% of questions and processes resolved without a person stepping in.
"It's easy to use, and we're in regular contact with Visor.ai. We have a very close relationship and work together a great deal. The impact of rolling out the platform was astonishing: it doubled our team's efficiency, so we can give the sales network better support. Visor.ai makes things happen, and in the digital age that really matters. Things happen, and they happen much faster."
About Millennium BCP
Millennium BCP is Portugal's largest private-sector bank, with a leading position and particular strength across a range of financial products, services and market segments. The group also operates in Poland, Mozambique, Angola (through its associate BMA) and China. More at millenniumbcp.pt.