A well thought out fintech session predicts that the future is made up of talkers



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How robots and applications become essential for businesses. (Photo by Guillaume Payen / SOPA Images / LightRocket via Getty Images)

It's not often that mind leaders gather around a table, but that's exactly what the University of Essex and disruptive of the insurance industry Hood group planned to do. Last month, they brought together industry leaders to talk about cybersecurity, how we analyze our data and waves of artificial intelligence.

And although renowned specialists Microsoft, Filament, Profusion& nbsp; and Signal Media The real buzzword of the day was "chat-bot" as they discussed the implications of these new automated and practical teams on everything from marketing to the future of the insurance industry.

User experience

Henrik Nordmark, Head of Data Science at Profusion, predicts that by 2020, more than 85 percent of financial institution interactions will be via chat. Although slightly controversial, he thinks that artificial intelligence is currently at its most childish stage – that's a good thing.

Despite the automation capabilities of a large number of customer interactions with financial companies (for example, find a quote, access details, report an error), he felt that he It was necessary to let our artificial intelligence systems solve this problem by themselves and not be so normative. He said,

"With AI, it's easy to give him a recipe book and he'll learn all the systems from top to bottom, but with machine learning, we need a bottom-up approach. Do not give many examples, let him learn. Exactly like a child. "

But for Filament, experts in artificial intelligence and machine learning, the more user experience is normative, the easier it is for a team to create key performance indicators. Phil Westcott is the Executive Director. He thinks that by 2020, all call centers will have a front-end chat-bot to answer about 25% of customer requests, with growth of up to 75% as They will learn the main queries.

He said,

"At the present time, our customers are measuring the success of our key performance indicators and the impact our system is having on an increasingly important world, 24 hours a day, 7 days a week. Focusing on resolution efficiency or customer satisfaction, our robots can work across a range of disciplines to improve productivity.

Chat-bots suit people, after all, you can now do your banking while sitting on the train, so why not send an SMS or Whatsapp to your request? For the moment, we are dealing with everything from mortgage issues to solutions to get the best rate, from internal requests for HR vacations to disco lovers who prefer to chat with emoji. With 34 AI specialists from IBM, Capgemini & amp; In the academic world, we successfully integrate with our clients to strengthen their expertise in artificial intelligence. "

Retain customers and attract them

Hood Group, specialist in the use of technology and data for the creation of personalized quotes, is the driving force of this meeting. Their director of business development, Paul Firkins, agrees. He said:

Fintech helps us retain customers, not just attracting them. They can come to us with questions and that makes us better because we want to find solutions.

"Since we have been working with the University of Essex, we are also seeing that these data developments are having a positive impact on the culture of our society. Artificial intelligence and data development help improve efficiency, such as automating pricing processes and reducing red tape. Our teams rely on data and innovation experiences to make decisions and make recommendations where they could rely on knowing a specific person or process. "

But for the Hood group's CEO, Simon Hood, he wanted to go further. Speaking of the notion of what "disrupting" did he say:

"In our insurance industry, my company is known to be a disruptive simply for the use of customer-provided data. We do not think it's a disruption, we think it's progress. And as long as we have the appropriate methods to protect ourselves and our customers, the insurance industry will finally be able to get out of the black era and start putting its users at the heart of it.

"They say that information is the key, but without someone to light the torch and follow it, we just do not know where to start. I would like to thank the people here today for enlightening the light, and we hope that this will allow us to continue on the path of the priority we place on the client. "

Hood Group and the University of Essex plan to complete the additional sessions to the extent that funding is available.

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How robots and applications become essential for businesses. (Photo by Guillaume Payen / SOPA Images / LightRocket via Getty Images)

It's not often that leaders of mind gather around a table, but that's exactly what the University of Essex and the disruptive insurance industry, Hood Group, have decided to make. Last month, they brought together industry leaders to talk about cybersecurity, how we analyze our data and waves of artificial intelligence.

And in the presence of renowned Microsoft experts, Filament, Profusion and Signal Media, the real buzzword of the day was "chat-bot" as they discussed the implications of these new automated and practical teams on everything from marketing to marketing. the future of the market. insurance sector.

User experience

Henrik Nordmark, Head of Data Science at Profusion, predicts that by 2020, more than 85 percent of financial institution interactions will be via chat. Although slightly controversial, he thinks that artificial intelligence is currently at its most childish stage – that's a good thing.

Despite the automation capabilities of a large number of customer interactions with financial companies (for example, find a quote, access details, report an error), he felt that he It was necessary to let our artificial intelligence systems solve this problem by themselves and not be so normative. He said,

"With AI, it's easy to give him a recipe book and he'll learn all the systems from top to bottom, but with machine learning, we need a bottom-up approach. Do not give many examples, let him learn. Exactly like a child. "

But for Filament, experts in artificial intelligence and machine learning, the more user experience is normative, the easier it is for a team to create key performance indicators. Phil Westcott is the Executive Director. He thinks that by 2020, all call centers will have a front-end chat-bot to answer about 25% of customer requests, with growth of up to 75% as They will learn the main queries.

He said,

"At the present time, our customers are measuring the success of our key performance indicators and the impact our system is having on an increasingly important world, 24 hours a day, 7 days a week. Focusing on resolution efficiency or customer satisfaction, our robots can work across a range of disciplines to improve productivity.

Chat-bots suit people, after all, you can now do your banking while sitting on the train, so why not send an SMS or Whatsapp to your request? For the moment, we are dealing with everything from mortgage issues to solutions to get the best rate, from internal requests for HR vacations to disco lovers who prefer to chat with emoji. With 34 artificial intelligence specialists from IBM, Capgemini and leading universities, we are successfully integrating with our clients to strengthen their expertise in artificial intelligence. "

Retain customers and attract them

Hood Group, specialist in the use of technology and data for the creation of personalized quotes, is the driving force of this meeting. Their director of business development, Paul Firkins, agrees. He said:

Fintech helps us retain customers, not just attracting them. They can come to us with questions and that makes us better because we want to find solutions.

"Since we have been working with the University of Essex, we are also seeing that these data developments are having a positive impact on the culture of our society. Artificial intelligence and data development help improve efficiency, such as automating pricing processes and reducing red tape. Our teams rely on data and innovation experiences to make decisions and make recommendations where they could have relied on knowledge of a specific person or process. "

But for the Hood group's CEO, Simon Hood, he wanted to go further. Speaking of the notion of "disruptive", he said:

"In our insurance industry, my company is known to be a disruptive simply for the use of customer-provided data. We do not think it's a disturbance, we think it's progress. And as long as we have the appropriate methods to protect ourselves and our customers, the insurance industry will finally be able to get out of the black era and start putting its users at the heart of it.

"They say that information is the key, but without someone to light the torch and follow it, we just do not know where to start. I would like to thank the people here today for enlightening the light, and we hope that this will allow us to continue on the path of the priority we place on the client. "

Hood Group and the University of Essex plan to complete additional sessions to the extent that funding allows.