Speeding up the pace of transformation with AI

Wednesday, January 21, 2026

Groupe BPCE is fully embracing the era of artificial intelligence, transforming its operations and enriching its customer experience. Discover the concrete advances and key figures behind the adoption of this new technology within Groupe BPCE.

Generative AI: a major transformation for the banking sector

Generative artificial intelligence (Gen AI) marks a new milestone in digital transformation, following the advent of the internet and mobile technology. For the banking sector, this translates into a profound transformation of financial services, from internal operations (back-office) to customer-facing interactions (front-end), and significant changes in the customer experience, both online and in brick & mortar branches.

Groupe BPCE’s AI strategy is based on two key pillars: “AI for All” and “Transformative AI”

AI for All: an AI assistant for all our employeesThe rollout of the secure internal AI assistant has been a resounding success. Launched at the end of 2023, this assistant offers AI solutions for all of the Group’s 100,000 employees. The initial goal was to reach 50% of users by the end of 2026.This goal has been achieved one year ahead of schedule: today, more than 50,000 employees use it on an everyday basis.

Transformative AI: five priorities for a tangible impactGroupe BPCE has chosen a selective approach, focusing on five key priorities with specific key performance indicators (KPIs) to gauge their success:

  • Supporting account advisors

    75% of advisors use dedicated AI agents in their daily work.

  • Improving the customer experience on the mobile app

    The AI assistant has already handled 1 million conversations in the past six months.

  • Optimizing customer relationship centers

    1 million calls out of the 12 million received each year are handled from start to finish by an AI voice agent.

  • Fighting fraud

    Use of predictive AI for the 11 billion transactions processed every year.

  • Improving IT support

    One-third of IT employees use Gen AI for coding and testing.

The challenges of the future and the importance of an ethical approach

Groupe BPCE anticipates the challenges inherent in AI, including:

  • Ethics: Ensuring respect for personal data, obtaining clear consent, and ensuring the transparency of algorithms.
  • Sovereignty: A key factor for the successful deployment of AI in Europe.
  • Partnerships: Developing specific banking services by working closely with major players.

The next step will be to explore agentic AI in order to fully automate certain end-to-end processes, while simultaneously ensuring optimal security and reliability to offer sustainable added value to our customers.

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AI driving the transformation of Groupe BPCE

The Group is fully embracing the era of artificial intelligence, transforming its operations and enriching its customer experience. Watch the video to learn more about the principal advances made by Groupe BPCE in the use of artificial intelligence.

Learn more about our AI strategy