Intelligent Customer Management - nexj.com© 2017 NexJ Systems Inc. 4 Optimized Service Model for Wealth Management Increase Assets Under Management and Improve Customer Loyalty Profile

© 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

© 2017 NexJ Systems Inc. © 2017 NexJ Systems Inc. 4

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


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


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


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


Demonstration


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


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


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


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


Symphony

Channel Agnostic


Demonstration


Questions?


tel: +1 (416) 222-5611fax: +1 (416) 222-8623

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tel: +44 (0) 203 009 3187

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