In an article praising the smart use of data to redesign the banking model,Edouard d'Archimbaud of BNP Paribas says data is worth its weight in gold.

Fifteen years from now, will robots be able to exactly replicate a human brain? One thing seems certain: in 10 years, we will no longer be able to distinguish a biological voice from a robot's voice on the telephone, says Edouard d'Archimbaud, head of the artificial intelligence (AI) laboratory of the BNP Paribas Corporate and Institutional Banking Division. 

In years to come, the phenomenon is expected to have a major impact on the financial industry and create millions of opportunities, making it the greatest ever technological revolution. "Imagine, for instance, that we can extract a mountain of data from conversations between traders: despite the complexity, the machine would be able to pick up certain details of the job. Responses to requests for prices could be automated. And people and robots could collaborate to offer new services", says Edouard d'Archimbaud, one of the top 20 data scientists in global finance.

An algorithm can describe and comment on an image

Every day, 1.5 billion images are posted on Facebook. Today, almost all information is in digital format. This vast amount of interpretable data (pictures, descriptions, comments, etc.) is beginning to be readable by more and more sophisticated artificial intelligence systems. This means that the photos and captions we post are turning into a large educational tool for Facebook's robots.

Greater access everywhere 

Open source is working in favour of artificial intelligence, and the power of computers is skyrocketing. Data remains the key asset, however, dictating that some companies can be involved in AI, whereas others cannot.

Just as a child learns by observation, artificial intelligence learns by observing data. The more it receives, the more its performance is enhanced. "The bank, for example, mixes external data (such as transcripts of European Parliament speeches) with its own rich, free sources of internal data in order to create volumes of "trade" conversations that are not replicated anywhere else", says Edouard d'Archimbaud. This is how robots manage to master every nuance of our financial jargon."

How would banks be particularly affected?

Firstly because of their data "culture", in the sense that banking is an information processing industry. The statisticians of the past and today's data geeks have comparable profiles", d'Archimbaud continues.

Secondly, banks are especially affected because they invest an enormous amount in improving their operational efficiency. "We want to protect our customers' interests even better still, which is why we recently developed a tool for reviewing documents. One of our robots can cover 150 pages in 15 seconds. Another example is the tool that provides our internal and external translations: it enables us to manage information effectively in the many countries where the BNP Paribas Group operates. Robots have grasped some of the specifics of what we do, and the results are really exciting", he adds.

While robotisation enables greater quantities, AI, which is systematic and rigorous, enables improvements in quality. It excels at tasks which are difficult, repetitive and costly: it refines the accuracy of the analyses, to which human intelligence adds the finishing touch. AI is therefore transforming bank staff into "enhanced employees". It should be understood that AI adds to their capabilities. Without the assistance of robots, certain tasks simply could not be carried out by the required deadlines. The bank is also building new-generation "user interfaces" based on a range of components: webchat assistants, chatbots, search engines, and the ability to convert voice to text."

Altering the banker's value chain

The bank possesses a prized asset in its data – even if its use is obviously restricted by the bank's code of ethics. "In the same way as a diamond, the richness of which is derived from its multiple facets and complex structure, data releases its value when it is shaped and contextualised. Once combined, merged and cross-referenced, data can broaden the perspectives from which we "grasp" the customer's activity. New dimensions appear that once again create a "centricity" revolving around the customer. Once separate entities, data media such as e-mail and the internet now speak to each other!

"We no longer simply manage transactions; mostly, we draw out meaning from information that we blend together. It's a bit like the automotive industry: the core of the profession used to be manufacturing engines, but today, it has become a business that automates processes and information."

How can we accommodate this new phenomenon?

Do not be afraid that a machine will steal your job. But if your manager knows nothing about technology, it might be prudent to find employment elsewhere.

When was the last time you brought out a new product? Facebook changes its products all the time. And when did you last sign up a high-tech entity, or invest in a technology start-up?

If you have fears, confront them. Fall back on the fact that people and machines operate in tandem. Machines will learn effectively from us providing we always correct mistakes. And conversely, machines are able to pick up human imperfections and help us advance.

Robots work at high speed in a systematic manner free from constraints including tiredness, boredom, and limited time. They help us reassert the value of our roles, release our creativity and give more of ourselves to human relationships.

The bill to introduce this obligation in Belgium has been submitted to the Federal Parliament. If the draft bill is approved, B2B e-invoicing will become mandatory from 1 January 2026. Our experts explain why Belgium wants to introduce these new rules, what the implications are for your company and how we can better support you.

“The bill is consistent with international developments and initiatives at the European level,” says Nicolas De Vijlder, Head of Beyond Banking at BNP Paribas Fortis. "Europe's ambition is a harmonised digital standard. Structured e-invoicing between companies will also reduce the administrative burden of invoicing, enabling companies to work more efficiently and increase their competitiveness. The automation of VAT declarations will also help governments prevent tax fraud and adjust economic policies based on more qualitative data.”

Evolution rather than a revolution

“The new legislation is an evolution rather than a revolution,” adds Erik Breugelmans, Deputy Managing Director at BNP Paribas Factoring Northern Europe. "Digitalisation is becoming pervasive at all levels of society, as we have seen with the increase in electronic payments, as well as the additional obligations in recent years regarding electronic invoicing to the government. In this sense, the bill for mandatory electronic invoicing between companies is a logical next step. Our bank is happy to contribute to this process, although we do not intend to offer the same services as accounting software or fintechs. However, we are happy to help our customers with payments and financing."

The impact on businesses

“Customers need to be aware that the new regulations will have an impact on their internal and external processes,” continues Erik Breugelmans. "The majority of Belgian companies mainly serve an international market, which means that the introduction of electronic invoicing will be more complex for them than for companies operating in the domestic market. As the legislation will be introduced in one go, they need to start preparing now."

“The new rules will affect a company’s accounting department as well as its IT department,” emphasises Nicolas De Vijlder. "The procedural requirements are key, otherwise the automated process will not work. However, one of the main benefits of advanced automation is that everything can be done faster and more efficiently. The time between sending an invoice and paying it will be shorter and cash flows more predictable. In addition, it will also reduce the risk of error and fraud, as all transactions will pass through a secure channel."

Ready to offer you even more and better support

“Thanks to the far-reaching digitisation resulting from the new regulations, we will be able to further optimise payments,” concludes Erik Breugelmans. "As a bank, we need to finance our customers’ receivables as quickly and efficiently as possible, so that they have easier access to their working capital. In addition, because we have already gone through an entire process in terms of large-scale automation, we will be able to adapt quickly to the new rules. We can also draw on the expertise of the BNP Paribas Group, which is currently developing an e-invoicing solution for large companies."

Want to know more?

Listen to the episode on B2B e-invoicing :

• French version
• Dutch version 

Robovision has emerged as the best-known AI player in the Benelux countries. However, this young firm has an even more extensive vision. “Healthcare, agriculture, the environment… within five years artificial intelligence will have become omnipresent,” foresees CEO Jonathan Berte. BNP Paribas Fortis is an important partner in their growth.

Jonathan Berte, who trained as a civil engineer, smiles as he thinks back to the pioneering years at Robovision. “In fact, when I was a kid I had a really analytical mindset. In the scouts and at school I used to keep note of absolutely everything. It was really important for me to collect information. I was a kind of ‘infoholic’. But just gathering information gets you nowhere. That also goes for information that’s just stored on hard disks. The added value comes from using that information efficiently.”

How exactly do you do that at Robovision?

“Technology is evolving at lightning speed. These days just about everybody has a smartphone in their trouser pocket.  Apart from anything else, these devices create a great deal of information, so we need to keep up on the algorithmic front and artificial intelligence helps us with that. That’s how we can provide governments, institutions and companies large and small with a platform for automated decision-making on the basis of visual data. In addition we constantly ask ourselves how we can democratise artificial intelligence. So in a way we’re like the Airbnb of artificial intelligence.”

What might that visual data be for example?

“In May, in collaboration with the University of Antwerp and security firm Securitas, we set up a smart camera in a shopping street in order to measure to what extent people were complying with social distancing requirements. This is important information for the decision makers in this country. Of course we don’t have to look through the images ourselves.  We get them analysed using a specific type of artificial intelligence – self-teaching algorithms or what are known as  neural networks. They’re designed somewhat along the lines of our own brains, though not nearly as complex.” 

Which brings us to the fashionable expression ‘deep learning’.  Are machines eventually going to make themselves smarter than us humans?

“Oh, that’s already underway at this very moment – in radiology, among other fields, plus also in games. Remember the legendary Go match between South Korean grandmaster Lee Sedol and a computer, which was beautifully represented in the 2017 documentary film AlphaGo? We’re also focusing on deep learning, because neural networks are very efficient at dealing with visual data. However, it will be some time yet before AI can equal a human being in intuition for instance.”

You’ve now evolved from a startup to a scaleup. Where do you want to be in five years’ time?

 “The society of tomorrow will be one in which everything will be properly measured and dealt with. For instance, we’re also working in the field of horticulture, where AI can be applied in quality control – to spot fruit with an abnormal shape or colour, say. Lots of agricultural and horticultural businesses have got into difficulties over the last few months because pickers from Eastern Europe weren’t able to enter this country. Those businesses will very probably be investing in AI and automation over the next few years. In these kinds of fields, the coronavirus has taken us to a digital society almost overnight.”

What sort of partners do you need in order to succeed in your aims?

“During our growth from startup to scaleup, BNP Paribas Fortis has always been an important partner. You have really taken a lot of trouble to understand our story. Of course you do need to grasp our plans from a banking standpoint in order to be able to assess the risks. But quite apart from that, I have the feeling that you’re particularly good when it comes to supporting the whole tech and startup scene.” 

Coordinating a company's social media strategy is a task in itself. Who will you use to handle this? And what about involved customers who suddenly get too involved?

Because of social media, the role of a traditional marketing manager is evolving more and more towards being a conversation manager: someone who facilitates consumer communication. This includes communication between customers themselves and communication between the customers and the company.

Some key tasks in the conversation manager's job description are:

• Uniting and activating ‘branded fans’, as they will recommend the brand to friends and family.
• Listening to what people are saying about your company and seeking their active contribution to your products and strategy.
• Creating content worth distributing in order to encourage discussions.
• Managing these discussions.
• Ensuring your work is very customer-oriented and customer-friendly through customer care, i.e.by responding faster and providing more than what the customer is expecting.

Some companies are big enough to hire a full-time conversation manager. In other cases another employee will take on this role part-time. A third possibility is using a specialised company.
Caroline Hombroukx, conversation manager at content marketing company Head Office:

“No matter which option you go for, communication in social media must come across as personal. There is definitely a reason why large companies such as Telenet and Belgacom have created a fictitious person to deal with their customers; Charlotte and Eva respectively. The conversation manager also has to know the company and its social media strategy very well. It may therefore be an advantage if someone in the company itself takes on that role. That person is right at the source and so can distribute information, take a quick picture and post it online, etc.

This task is not for everyone. A conversation manager must have experience with social media, have fluent communication and writing style and must be empathetic, positive and solution-oriented in his or her dealings with customers. Prior training is not a luxury, because the employee must be very aware of the company's content strategy. The audience is varied and unpredictable. You have to decide time and time again whether certain content is or is not suitable for your target group. It is also not a nine-to-five job: the online world keeps on turning even at night or at the weekend."

The advantage of hiring a conversation manager from an external company is that in principle the expertise is present. In that case the challenge is to know the company to such an extent that the customer has the impression that he or she is talking to a real employee.

Getting angry is out of the question

Traditional marketing and advertising are a one-way street. If they do not work, they are a waste of money. However, they are not likely to result in angry comments. A company venturing out on Facebook, Twitter or other social media, can be sure to receive comments and reactions. Including negative ones. Caroline Hombroukx:

“On social media the consumer is suddenly right next to you banging the table. It is important to respond well to that. Getting angry yourself is out of the question. You need to respond by showing that you understand and you are taking the question or complaint seriously. Everyone following the discussion must see that the company is providing a quick answer and is trying to find a solution. If a mistake has been made, you can acknowledge this openly and honestly. You can also show the problem as something positive: as an opportunity to improve your brand, product or service. Of course you must find a suitable solution in the end. If the person sharing the complaint becomes too negative, you have to try and divert him or her to a private channel: a private message on Facebook, a direct message on Twitter, an e-mail or a phone call."

An enthusiastic, understanding response also works well if the consumer is sharing something positive about your brand, company or service. Thanking the consumer strengthens the bond between the company and the customer. Caroline Hombroukx:

"The dialogue with the target group is an opportunity to improve your product or operations through constructive criticism. Make customers feel involved. It creates a strong relationship. If you are publishing a magazine or starting a poster campaign for instance, you can let customers choose the best layout or title from three options posted on Facebook, for example. Everything that engages customers can only strengthen their commitment."

The huge popularity of social media brings new opportunities, but has resulted in some new stumbling blocks as well. What are the most recent trends? And how should you respond to them?

Social media such as Facebook, YouTube, Twitter, Instagram, etc. seem cutting edge, but the principle is as old as the hills: word of mouth, sometimes abbreviated as WOM in marketing. Even in the heyday of the mass media, positive recommendations from neighbours, family and friends remained important to a company's success. Newspapers, magazines and television advertising were the first channel introducing a new product to consumers, but word-of-mouth turned out to play a decisive role in what matters most: consumer behaviour. Consumers shared experiences and thereby affected the behaviour of their fellow consumers. Today, more than ever, they do so through social media.

Consumers persuading consumers

Social media are the contemporary, more sophisticated and super-fast successor of old-fashioned word-of-mouth advertising. They are a catalyst. Social networks allow people to exchange views, share experiences, express their dissatisfaction, etc. more quickly than ever.

In addition, more and more consumers are opting for a "social search" over search engines such as Google to find information. They consciously do not search the entire internet, but approach their friends on Facebook or contacts on LinkedIn or Twitter. It speeds up the search and makes the result more reliable. The idea is that if X thinks it is good/nice/beautiful, we will probably think it is good/nice/beautiful too. There is also the option to ask questions and really discuss the product or service you need information about.

Consumers talk about all sorts of products (offline and online), from new detergents to new car models. And it is not just young people who are sharing their experiences about products and brands. Young and old, male or female: everyone does it. All these recommendations between consumers are worth gold.

We can illustrate this with an example: computer manufacturer Dell assumes that 25% of its customers choose their brand after it has been recommended by another user. The average purchase value per customer is about 210 dollars. Based on this amount, the value of every recommendation is estimated at 42 dollars. The more consumers Dell can convince to buy its products, the more money it makes.

However, the reverse is equally true: bad word-of-mouth advertising can have devastating effects. Particularly in this age of social media, a bad reputation does not take long to spread.

Social media in 2014

Perhaps Facebook will no longer exist in ten years' time, but it will most certainly have been replaced by something else. Social media are here to stay. It is therefore important for companies to build a good social media strategy. They can start by thinking about which channel they want to use for which content and objective. What do you need to take into account?

• Content (the message to the consumer) is still the key part, but the importance of segmentation is increasing. The audience is varied, so not all content and every channel is suitable for everyone. As a company, it is best to divide your target audience into sub-target groups. You can then choose specific content and a channel per sub-target group.
• Create real-time content: define a number of key moments in the year in advance and use these wisely. The World Cup, back to school, the summer holidays, etc. are all events that happen regularly and companies can respond to in a clever way. The trick is to find a good link between the key moment and your product. Be creative in this respect. If a school bag brand presents its content at the end of August, it will have to use an original approach to avoid coming across as predictable. 
• Social media are predominantly a mobile story: most consumers are switching to smartphones and tablets. It is no coincidence that the four best-known social networks are also in the list of most popular mobile apps: Facebook, YouTube, Instagram and Twitter. In any case, your content (both on the website and on social media) will have to be mobile-friendly. 
• The importance of customer care is only increasing. Consumers will now use social media more than ever to find information, ask questions and make comments.