intelligent customer management - nexj.com© 2017 nexj systems inc. 4 optimized service model for...
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© 2017 NexJ Systems Inc. Copyright © 2017 NexJ Systems Inc.
Client Day2017
Intelligent Customer ManagementAdam Edmonds, Vice President, Products
© 2017 NexJ Systems Inc.
What is Intelligent Customer Management?
Leverage Artificial Intelligence to enable advisors and bankers to do more work smarter and faster
© 2017 NexJ Systems Inc. 3
A Quick Primer on Artificial Intelligence
Data Sciences
UnsupervisedLearning
SupervisedLearning
NaturalLanguageProcessing
ArtificialIntelligence
Artificial Intelligence is the use of technology to replicate, extend, or replace human intelligence. As of late, this is mostly referring to applications using Machine Learning.Data Sciences an interdisciplinary field about scientific methods, processes, and systems to extract knowledge or insights from data
Cognitive Service is a webservice that encapsulates a decision model developed from machine learning
Unsupervised Learning is the use of algorithms to cluster data or find patterns.Supervised Learning is a model that is used to predict an outcome or guess a result based on training using existing data
Natural Language Processing leverages linguistics to understand text, discover intent and determine tone
Reinforcement Learning uses a reward signal to adjust a model to better predict outcomes.
ReinforcementLearning
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Optimized Service Model for Wealth ManagementIncrease Assets Under Management and Improve Customer Loyalty
ProfileProfile
HouseholdHousehold
InteractionsInteractions
TransactionsTransactions
HoldingsHoldings
Social NetworkSocial Network
Market DataMarket Data
Public NewsPublic News
Market NewsMarket News
DataData
Internal External
Feature CatalogFeature Catalog
Feature ConstructionFeature Construction
Unsupervised Learning to understand segmentation
Natural Language Processing for interaction intent and tone
New FeaturesNew Features
Machine LearningMachine Learning
Look for patterns of interactions
That led to Increase in Assets
Cognitive ServiceCognitive Service
Create and Apply Service
Models
© 2017 NexJ Systems Inc. 5
Optimized Service Model for Wealth ManagementIncrease Assets Under Management and Improve Customer Loyalty
Cognitive App for Wealth Management
Construct Documents and Conduct Reviews
Recommends News and Research with NexJ Insights
Guides Next Step with Service Models
Provides Assistance with Chatbots
Delivers Notifications
Visualize Progress Towards Goals
ChurnMarket Event
Large Transaction
Research Equities
Schedule Meeting
Pro-active Touch
Financial Review
Financial Plan
KYC Update
Event Invitation
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Guided Account Planning for Business BankingIncrease Share of Wallet and Improve Customer Loyalty
ProfileProfile
HierarchyHierarchy
InteractionsInteractions
LoansLoans
AccountsAccounts
Market DataMarket Data
Market NewsMarket News
Trade CorridorTrade Corridor
Public FilingsPublic Filings
DataData
Internal External
Feature CatalogFeature Catalog
Feature ConstructionFeature Construction
Unsupervised Learning to discover relationships
Natural Language Processing for interaction intent and tone
New FeaturesNew Features
Machine LearningMachine Learning
Look for patterns of interactions and products
That led to Cross-sales and Up-sales
Cognitive ServiceCognitive Service
Apply Patterns to Account
Plans and Deals
© 2017 NexJ Systems Inc. 7
Guided Account Planning for Business BankingIncrease Share of Wallet and Improve Customer Loyalty
Cognitive App for Business Banking
Pro-actively Adjusts Plans
Recommends News and Research with NexJ Insights
Recommended Products for
Account Plans
Provides Assistance with Chatbots
Delivers Notifications
Visualize Progress Towards Goals
ChurnMarket Event
Large Transaction
Create Call List
Schedule Meeting
Recommended Steps for Deals
© 2017 NexJ Systems Inc.
Demonstration
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Using Machine Learning to Build a Cognitive App
Use unsupervised learning to segment customers into clusters using non-traditional attributes.
Use supervised learning and to determine which actions are required to achieve the desired outcomes.
Use reinforcement learning to continuously adjust the cognitive model as new outcomes are produced.
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Analytics Ecosystem
Client Ecosystems Product PartnersAI Partners
Google Cloud AI
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Partnering to Build a Cognitive AppCustomer Engagement Model
Start with the your data, bringing together any possible attributes that might be needed for feature engineering and machine learning11
Jointly determine desired outcomes and identify training data that will be used to train any supervised learning models22
Jointly develop machine learning models and feature engineering to segment customers and to do the supervised learning to identify recommended actions33
Operationalize with notifications, UI, and be able to take results back to reinforce the model44
© 2017 NexJ Systems Inc. 12
Intelligent Customer Management
SalesMarketing GrowthService
‣ Social/News-based lead detection
‣ Cross-bank referrals‣ Intelligent lead
management ‣ Smart campaigns
‣ Guided account planning
‣ Smart Deal Management
‣ Relationship network analysis
‣ Call report logging chatbot
‣ Personalized proposal generation
‣ Optimized service level management
‣ Intelligent case management
‣ Call list building based on external news
‣ Intelligent meeting scheduling through a chatbot
‣ Intelligent notifications for: customer churn, large financial transactions, life events
‣ Customer profitability analysis
‣ Automated due-diligence, AML checks, and risk rating
© 2017 NexJ Systems Inc.
Chatbots
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NexJ Chatbots
Schedule a meeting tomorrow with Tim
Show Clients Holding $NXJ
Show Tim Lamont
Show Event Exxon
Show Research Exxon
Use context to find Tim
Email Tim
Book the meeting
While Collaborating on an Opportunity
Offer research and news about the prospect
While chatting with a client about a stock
Build a call list of other interested clients
Find free time
CommandA chatbot that responds to
specific syntax and performs simple actions
AssistantA chatbot that listens to
natural language, determines intention and performs
actions
AugmentationA chatbot that listens to a
conversation and adds value to the interaction
© 2017 NexJ Systems Inc. 15
Symphony
Channel Agnostic
© 2017 NexJ Systems Inc.
Demonstration
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Questions?
© 2017 NexJ Systems Inc.
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