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Confirmation of Candidature - Candidate : Benny Yuen

A Practitioners' Perspective: Building an Approach for a Regional Australia Bank to use Artificial Intelligence to Integrate Customer Complaints and Operational Risk Data Analysis, to Optimise Root Cause Identification and Customer Outcomes
11 OCT 2021
11.00 AM - 12.30 PM
In response to the ineffectiveness caused by the siloed capabilities and structure of banks, the study seeks to develop a framework to more closely integrate the OR, Customer Advocacy and Technology functions to improve the identification, prevention and remediation of mistakes made by banks that impact on their customers. The study aims to achieve this by identifying from the practitioners of these functions, how AI and ML can be used to proactive manage customer complaints and associated operational risk in an integrated approach to improve customer outcomes.