French Bank BNP Paribas to Introduce New Customer Service Automation Technologies

Euronext-listed bank BNP Paribas SA will implement technologies developed by Israel-based startup 7twenty in its customer service online chat system, 7twenty announced Wednesday. The deal was signed between BNP Paribas and Paris suburb Nanterre-based live chat company Cywyc, the French distributor for 7twenty. The financial terms of the deal were not disclosed.

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7twenty develops online chat technologies that allow customer service providers to seamlessly combine automatic responses by bots with replies from a human operator. The system monitors the human operator’s availability and responds to customer queries accordingly. The system is capable of automatically performing basic actions at the request of customers. Per the agreement, BNP Paribas will first implement 7twenty’s technology in its Paris headquarters, then expanding the service to Bulgaria and other offices.

7twenty’s technology is used by customers in Portugal, Turkey, Greece, Russia, Poland and Israel, and the company is currently working to enter the U.K. and Germany, 7twenty CEO Yaniv Cohen said in a phone interview with Calcalist Tuesday. Current clients include Israel’s Bank Hapoalim and Israel Discount Bank Ltd., as well as the country’s three credit card operators—Israel Credit Cards Ltd., Isracard Ltd., and Leumi Card Ltd., according to Cohen. Incorporated as Pamaya Ltd., 7twenty was founded in 2017, following a merger between two Israel-based companies focused on customer service technologies—Pamaya and Wizsupport Ltd. The company is based in Ra'anana, a town north of Tel Aviv, where it employs around 30 people.