Louis Liu

Data Scientist Chapter Lead ANZ

Conference Day One: Wednesday, 26th February 2020

Wednesday, February 26th, 2020

4:00 PM ANZ Case Study: How ANZ is Maturing in Automation Practice to better serving customers and improve their experiences

Financial services have been heavily involved in driving Digital Transformation and are amongst the first adopters of RPA solutions. With this, ANZ is leading this space in furthering its Automation journey through embedding RPA with other automation and emerging technologies to drive more value to their stakeholders. In this session, Louis shares his deep insights around automation to improve the accuracy and consistency of customer outcomes.

Key Themes:
  • How ANZ is leveraging automation to manage scope and high volumes of complaints and requests to significantly reduce resolution timeframes from months to hours
  • Embedding cognitive analytics and machine learning into validation processes to drive twofold increase in accuracy and confidence levels
  • Using NLP in ANZ’s complaints handling processes to leverage predictive analytics and effectively identify recurring issues

Check out the incredible speaker line-up to see who will be joining Louis.

Download The Latest Agenda