Uncovering Insights From Customer Data with the Use of OpenAI

Join us as we explore ABN AMRO's journey to optimize the customer chatbot, Anna, enhancing client interactions and service delivery. We focus on analysing conversational data, particularly where outcomes are unclear, using advancements in large language models. Our goal is to extract insights that improve Anna's performance. By employing semi-supervised and few-shot learning techniques, we fine-tuned our OpenAI model and uncovered valuable insights. This presentation will showcase our methodologies and findings, offering potential benefits for technical teams within and beyond our organisation, and propelling future innovations.

The Why:
Our presentation showcases a pioneering approach used in ABN AMRO for deriving insights from complex conversational data. By automating the analysis process, we have accelerated the labelling of interactions with the bot, ensuring consistent and efficient results while freeing human labellers to concentrate on more strategic tasks. This automation offers a significant advantage, allowing for quick adaptation and optimisation of chatbot functionalities. Attendees will see firsthand how these insights were acquired and the profound impact they have on enhancing customer service delivery. This knowledge empowers attendees to apply similar strategies within their own organisations, driving innovation and improving operational efficiency.

Key Takeaways:

• Understand the importance of automating conversational data analysis to accelerate the labelling process and achieve consistent results.
• Learn how large language models can be leveraged to extract valuable insights from complex interactions, providing a comprehensive understanding of chatbot performance and user experience.
• Realize the adaptability and optimization potential of automated systems, enabling continuous improvement in chatbot functionality and customer service delivery across various industries.

This session is for...

This session is perfect for professionals involved in customer service, chatbot development, and data analysis who are seeking innovative strategies to enhance digital interactions. If you are responsible for optimizing user experiences or streamlining service delivery within your organisation, this presentation will offer valuable insights. It's ideal for technical teams looking to leverage advanced technologies, such as large language models, to automate data analysis processes and improve operational efficiencies. Additionally, those aiming to understand the benefits of semi-supervised and few-shot learning techniques in refining AI models will find this session particularly beneficial, as it provides practical approaches to drive technological innovation.