Conference Day Two: Wednesday, 14 August 2019
Wednesday, August 14th, 2019
9:10 AM JOINT PLENARY - KEYNOTE: How CBA Are Leveraging Data Science And AI Capabilities To Continuously Better Customer Experience
CBA are leading the way with innovations in the AI space. Their Customer Engagement Engine is testament to this, using complex data science to build capabilities which are bolstering fraud prevention, operations and customer experience.
In this session Dan shares his expertise on the customer centric thinking behind the data science work being done and the ethical implications of working with AI for both customer and company.
- Building the Customer Engagement Engine to analyse next best conversations: what does this engine mean for customers
- How the CEE can be simultaneously leveraged to better fraud prevention
- Three critical stages to ensuring your use of AI is ethical:
- Acting ethically
- measuring the ethical action : explaining the AI involved