Interview with Antoine Paillusseau, CEO and Co-Founder at FCB.ai

 

Antoine Paillusseau is the CEO and Co-Founder of FCB.ai, a technology solution that enables financial clients to connect with and add immediate value to its’ customers. He is a seasoned entrepreneur with experience in Digital Marketing, Business Strategy, Sales Management and Venture building across both Africa and Europe.

Whilst he is passionate about creating innovative solutions and is constantly conceptualising new ways to improve on his suite of products, he is also committed to enabling entrepreneurial talent in Africa.

Antoine holds a Master’s Degree in Entrepreneurship from EDC Paris, France. He believes in working hard, being passionate about what you do for a living – and having fun doing it!

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Finnovating (F): Please tell us a little about FCB.ai and how the FinTech started to be.

Antoine Paillusseau (AP): FCB.ai, a global technology company, specialises in performance-driven conversational AI solutions. Founded in South Africa in 2016, with offices in Africa and Europe, FCB.ai is focused on revolutionising the user experience, with a core focus in financial services including insurance, banking, telecoms, retail, debt collection, etc. As a performance-focused partner to its clients, FCB.ai manages and optimises its AI solutions over time to ensure high performance.

 

(F): How did the idea come about?

(AP): FCB.ai was established in 2016 by Antoine Paillusseau and Romain Diaz. The founders recognised that call centres are increasingly under pressure, inefficient, saturated and expensive. Often not delivering the intended results in terms of  sales conversion and customer satisfaction.  Thus they dedicated FCB.ai to the goal of bringing people closer to financial services with an interactive and fun experience, while enabling financial service providers to enhance customer experience and maximise business performance by saving time and money.

 

(F): You are the current CEO of FCB.ai. How does the company fit in the Global FinTech ecosystem?

(AP):From the heart of South Africa, with the headquarters in Luxembourg, FCB.ai continues to expand its reach to Africa, Europe,  and the Middle East to enable innovation worldwide. We have a continuous commitment to guaranteeing performance-driven, high quality technology solutions in which clients can realise their ROI goals, relying on FCB.ai as an indispensable partner to unleash their full potential.

 

(F): What is FCB.ai’s value proposition?

(AP):FCB.ai offers powerful solutions to help businesses revolutionise customer experiences and achieve high-performance results.

 

(F): How do you think the implementation of digital functionalities will impact the traditional business model?

(AP): Customers have increased their use of self-service during the pandemic. According to a survey conducted by Salesforce, 65% of customers prefer self-service for simple matters. In addition, 83% of customers expect to interact with someone immediately when they contact a company.

The increased demand for customer service isn’t being met with increased resources as businesses take a hard look at their budgets amid economic uncertainty. Conversational agents help automate 80% of customer queries so call center agents can focus on more complex queries. As an example, a popular tactic for relieving agents of high-volume, low-complexity cases is deflecting them to an AI-powered chatbot in the first place.

With conversational AI, Financial service providers can expect a 90% completion, a 4.5/5 average customer experience rating, a 74% collection rate and a 98% non-cancellation outcome. Furthermore, with addition of our marketplace, clients can begin to digitise many manual processes for improved customer experiences and accuracy such as eKYC, OCR and digital signatures.

 

(F): Is FCB.ai interested in partnering with large companies in the sector? How do you think Finnovating can help you with this goal?

(AP): Yes, FCB.ai is always willing to collaborate/partner with companies.

Can you imagine connecting with FCB.ai? It’s possible! Enter the global startup platform.

(F): What do you think can be the impact of digital platforms in the FinTech industry?

(AP): FCB.ai manages its conversational AI solutions to ensure optimisation and iteration over time, and performs to ensure clients succeed, sharing the risk and aligning KPIs with ROI goals.

Our conversational AI Solutions enable clients to customise and automate important customer interactions including quotes, sales conversions, debt collection, customer service, claims and more.

 

(F): What do you think are the secret ingredients of Finnovating that make it a unique platform?

(AP): Global Presence, Allowing Startups to connect and collaborate to meet their objectives, finding talent though the challenges we are allowed to create on the platform as well as being able to communicate with companies who are looked at as potential clients.

 

(F): Why is FCB.ai interested in being part of Finnovating? What are you looking for in the first global FinTech platform?

(AP): We are looking for partnerships, clients to add to our database, investors, talent, etc.

 

(F): Final question, we would like to continue meeting and supporting other startups in the FinTech sector. What startup would you recommend us and why?

(AP): Djamo in Kenya / Root in SA

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