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PREVENTING FRAUD IN THE
FINANCIAL SERVICES
INDUSTRY

Learn more >

Preventing
fraud in the
financial
services
industry

Learn more >


PLAYBOOK: REDEFINING BANKING IN THE PANDEMIC AGE

The banking sector will be one of the most critical players in the post COVID-19
world and has the power and responsibility to orchestrate a strong global
response to the emerging economic implications. Banks are now starting to move
beyond just ensuring business continuity, and are beginning to develop new
capabilities to guide customers, partners, and the larger society through the
crisis and beyond.

To navigate through these challenging times, we recommend initiatives to support
customers, manage the business, reinforce confidence in the organization, and
support in strengthening the economy and society.

 * Industry impact and implication
 * Key areas of implications
 * Industry priorities and initiatives


Impact
 * Remote work and continuity of operations with a reduced workforce.
 * Change in channel mix as branch access is restricted.
 * Customers' financial hardship and destabilized financial markets impacting
   profitability.
 * Government assistance schemes being created to support customers'
   indebtedness.
 * Shift to cashless payments with a major move to digital shopping.

Implications
 * Focus on efficiently using limited people resources, supported by automated
   tools.
 * Increasing digital engagement for customers.
 * Improving contact center efficiency and effectiveness
 * Banks acting fast to implement processes for government schemes.
 * Remote trading technology to provide business continuity while ensuring
   compliance.

Enable customers

Find areas that banking customers should focus on, and engage with them on
specific actions and how you can solve their problems. Identify ways to address
the customers' short-term issues and enable a simple evaluation of your
services.

Enable your organization

Initiate remote work working while addressing bank privacy and compliance
challenges. Also, work directly with customers, ensuring the continuous delivery
of contracted obligations.

Managing the phases of the economic downturn will determine the future health of
your organization. Here's how to focus on the corrective actions to take during
each phase of a crisis:

Phase 1:
Mitigation
 * Redeploy resources to aid business in crisis management – build war room
   environment to surface relevant, dynamic, and daily insights.
 * Maintain effective operations on ongoing projects during disruption and
   support cost optimization activities.

Phase 2:
Post peak
 * Provide insights to track business recovery, consumer behavior and market
   conditions
 * Differentiating temporary shifts in behavior from lasting changes, and
   scenario planning the implications for the new business strategy.

Phase 3:
Cautious recovery
 * Assist in incorporating analytics into new strategy, identifying
   opportunities and risks
 * Re-shape project portfolio based on likely scenarios for new normal
 * Re-orient team capacity, to support likely strategic pivot while continuing
   to ensure safe working practices.

Phase 4:
New normal
 * Higher need for short-term business impact for initiatives, although overall
   spend may remain constant.
 * Meeting business need for responsive insight to understand ‘new normal’.
 * Considering changes in ways of working, e.g. acceleration of remote working
   and use of online channels.


OUR RECENT WORK WITH BANKS

 * Customer request triaging
 * Continuous monitoring through natural language search & discovery
 * Optimization of online customer experience
 * Rapid insight support to businesses with Analytics Response Center (ARC)

An effective way to enable clients to respond decisively, effectively and with
confidence is handling workflow through triage. The crux of customer request
triage is sorting jobs into multiple levels of effort required. Our approach to
organize and manage workflow is achieved by:

Data annotation

 * Build an exhaustive list of intents that could include all customer queries
   and resolutions
 * Group similar queries, requests, and tasks into categories

Model development

 * Develop a mechanism to verify and validate the manual labeling and
   categorization of user intent
 * Create a baseline model to understand the predictive power within the chat
   logs

Evaluation

 * Analyze the model outputs to classify and prioritize intents to improve
   routing effectiveness as well handle the volume surge

More Details

Executives need to be on top of the constantly shifting environment. A central
business nerve center that is powered by data; a single source of truth that
will give a clear understanding of how different channels are reacting to the
crisis, studying the recovery graph, whether it would be sharp or prolonged, and
how will the consumers change.

We have curated a solution so that you stay on top to monitor the evolving
effect of Covid-19 on your business and strategize your countermeasures.

To enable this:

Cuddle.ai acts as your central nerve for your business. It helps you understand
and interpret data on the go by combining strong external signals like different
channels reacting to crises, recovery path, and enterprise data to give you a
complete picture.

The pandemic is resulting in a systemic change in consumer behavior towards
digital, and they expect their banks to provide seamless, empathetic, and
relevant service experience as they have been used to in branches. Banks have
been dabbling with efforts to provide frictionless digital customer experience,
and Covid-19 has accelerated a number of banks’ attempts to do this at scale.
Our Automated Insights for Digital Evolution (AIDE) solution is being deployed
to identify and eliminate friction points, detect root causes and enable the
completion of customer journeys, leading to fast and significant increase in
conversion rate, number of products per customer, and complaint resolution along
with a reduction in cost to serve.

Bringing together AI, Engineering, and Design, the Analytics Response Center
(ARC) builds rapid solutions to update revenue/churn forecasting, detect newer
patterns of fraud, reduce waiting and handling time metrics for contact centers,
and disseminate insights at speed. It helps build clear communication lines to
identify and prioritize requirements, establishing a single source of truth.


OUR THINKING

3 min. read


FINDING AI PROJECTS TO MATCH YOUR CLIENTS’ REAL GOALS

Discover the process of translating the intent to experiment into AI projects
for better business decisions. Daniel Fagella, Head of Research, Emerj, and
Bhaskar Roy, Client Partner, Fractal, peel the layers of identifying that AI
project which perfectly aligns with the client’s business goals.

Read More
11 min. read


HOW FIDELITY’S AUTOMATED DIGITAL ADVICE SOLUTION IS TRANSFORMING WEALTH
MANAGEMENT FOR INVESTORS AND ADVISORS

Transforming the wealth management industry through new data, AI, and digital
experience.

Read More
13 min. read


COVID-19: IMPACT AND WAY FORWARD FOR CORPORATE BANKING

Corporate banks play a critical and a decisive role in supporting and growing
the global economy, especially in a pandemic. Here’s how corporate banks can
navigate the COVID-19 crisis by leveraging AI and analytics.

Read More
5 min. read


REMOVING FRICTION FROM YOUR DIGITAL BANKING EXPERIENCE

With thousands of customer transactions a day, there are multiple points of
friction in industries like banking. Find how AIDE solution can identify these
friction points & reduce them, helping business grow at scale.

Read More
8 min. read


INTELLIGENT AUTOMATION: HOW COVID-19 IS PRESENTING AN OPPORTUNITY TO COMBAT
OPERATIONAL CHALLENGES IN RETAIL BANKING

Retail banks are evaluating ways to minimize the impact of COVID-19. Find ways
to mitigate through the challenges and adapt a solution for retail banking in
the post covid world.

Read More




CASE STUDIES

 * 7 min. read
   
   FRANKLIN TEMPLETON GENERATES $600MN IN NEW ASSETS WITH CUSTOMER GENOMICS®
   
   Machine learning helps deliver highly personalized interactions to financial
   advisors to drive sales.
   
   Company Background Franklin Templeton Investments (FTI) is one of the world’s
   largest asset managers, selling mutual funds to investors through financial
   advisors (FA). One of FTI’s chief goals is to increase...
   
   Read More
 * 2 min. read
   
   A LEADING PRIVATE BANK LEVERAGES BEHAVIORAL SCIENCES TO IMPROVE DELINQUENCY
   RESOLUTION
   
   Transforming delinquency resolution in the banking sector with the power of
   behavioral sciences.
   
   The Big Picture Delinquency is not only an unfamiliar situation for credit
   consumers but also one which is most often accompanied by temporary/permanent
   financial difficulty. Therefore, consumers display very little...
   
   Read More
 * 1 min. read
   
   AUTOMATE INSIGHT GENERATION FROM UNSTRUCTURED SOURCES
   
   A major US mutual fund automates insight generation using unstructured data
   from analyst reports.
   
   The Big Picture Asset management companies are perpetually in the race to
   capture mind-share from financial advisors by being relevant, contextual, and
   timely to drive product sales and adoption. A large portion of...
   
   Read More
 * 1 min. read
   
   RECOMMEND REPLACEMENT PRODUCTS TO ADVISORS TO DRIVE SALES
   
   A wealth manager develops a recommendation platform, resulting in a $1.5B
   incremental opportunity.
   
   The Big Picture Financial advisors, looking to add value to consumer
   investors, frequently rebalance their portfolios to keep with investor’s
   needs for risks and gains. This presents an opportunity for asset...
   
   Read More
 * 2 min. read
   
   IDENTIFY MAJOR CUSTOMER EVENTS USING ANALYTICS
   
   A bank uses analytics to identify moments in the customer journey that lead
   to likely attrition.
   
   The Big Picture A leading bank had the highest share of young adults in the
   18 to 26 years age group, but the proportion tails off in the subsequent
   older age groups. Given that customers’ profitability peaks in the...
   
   Read More
 * 1 min. read
   
   DELIVER NEXT BEST PRODUCT RECOMMENDATIONS DURING CUSTOMER INTERACTIONS
   
   A bank uses advanced deep learning algorithms to determine next optimal
   product and service to existing customers.
   
   The Big Picture: A leading retail bank was facing low customer engagement and
   satisfaction with its customers. The existing analytical models on product
   propensities generated lower accuracy, and missed critical data...
   
   Read More
 * 1 min. read
   
   IDENTIFY PREFERRED STORE LOCATIONS TO ENABLE PERSONALIZED MARKETING
   
   A payment provider traced customer geolocation and transactions data to
   personalize marketing.
   
   The Big Picture A leading payment provider wanted to understand the
   relationship between a shopper’s home location and preferred store locations
   in order to improve marketing efforts and make store-related business...
   
   Read More

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OUR PEOPLE


 * AJOY SINGH
   
   Chief Operating Officer
   
    * Leads delivery and capability development in area of AI and Big Data
    * Retail banking and risk management
    * Analytics and technology led strategy and transformation
   
    * Leads delivery and capability development in area of AI and Big Data
    * Retail banking and risk management
    * Analytics and technology led strategy and transformation


 * ARPAN DASGUPTA
   
   Chief Practice Officer
   
    * Leads consulting in Financial Services, Telecom, & Digital.
    * Deep experience in delivering AI-driven transformation in frontline
      strategies with focus on customer personalization & digitization
   
    * Leads consulting in Financial Services, Telecom, & Digital.
    * Deep experience in delivering AI-driven transformation in frontline
      strategies with focus on customer personalization & digitization


 * YULIAN FEDULOV
   
   Principal - Head of Financial Services
   
    * Financial Services
    * Personalization
    * Next Best Action
    * Network Planning and Optimization
   
    * Financial Services
    * Personalization
    * Next Best Action
    * Network Planning and Optimization


 * ANUJA RANJAN
   
   Client Partner - Head Financial Services, India
   
    * Lead consulting and delivery in Financial Services
    * Expertise in AI driven solutioning in Banking and Payments, with
      specialization in customer analytics across risk and marketing
   
    * Lead consulting and delivery in Financial Services
    * Expertise in AI driven solutioning in Banking and Payments, with
      specialization in customer analytics across risk and marketing


 * CHANDRACHUR MUKHERJEE
   
   Principal Consultant - Banking & Financial Services
   
    * Problem Solving & Solution Design
    * Digital Transformations
    * Ability to act as a liaison between business & technical teams
   
    * Problem Solving & Solution Design
    * Digital Transformations
    * Ability to act as a liaison between business & technical teams


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