This interview is part of our new AI in Banking series, where we interview the world's top thought leaders on the front lines of the intersections between AI and banking.
In this interview, we speak with Michael Goodman, VP of FSI Data & Analytics at NTT DATA Services, to understand how his company is using AI to transform banking, and what the future of the banking industry holds.
1. What’s the story behind your company? Why and how did you begin?
MG: NTT DATA Services is a division of NTT DATA Corporation, a top-ten global business and IT services provider with 120,000+ professionals in more than 50 countries, and NTT Group, a partner to more than 88 of the Fortune 100.
We partner with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions, and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, application, infrastructure, and business process services.
2. Please describe your use case and how your company uses artificial intelligence:
MG: NTT DATA helps transform our financial services clients with automation solutions that ensure sustained value and deliver continuous business outcomes. We combine our deep business, technology and industry expertise with automation solutions enabling humans, autonomics, and virtual agents to collaborate and ensure enterprise innovation and growth. Our automation ecosystem is secure from design through delivery and combines in-depth process expertise with proprietary machine learning and cognitive intelligence systems.
We have more than 40 years of technology R&D and deep investments in autonomics, business intelligence and data analytics, machine learning, robotic process automation, virtual and cognitive agents. Our automation solutions combine unique methodologies, intellectual property, tools, and industry partnerships to simplify operations, improve efficiency and reduce costs across the IT and business ecosystem.
3. Could you share a specific customer/user that benefits from what you offer? What has NTT DATA done for them?
MG: One of NTT DATA’s AI focus areas is helping our clients better understand their customers. This frequently involves processing an enormous volume of unstructured data, including voice, text, and image, that passes between our clients and their customers.
One of our AI clients, a large money transfer organization, came to us looking to gain insight into how they could better understand their customers’ experience, so they could make improvements to the overall experience and have customers spend less time trying to resolve issues. We leveraged our big-data and AI platform to rapidly provision an environment where we could ingest calls and chat logs to build a model that would classify the calls and help company leadership navigate across a web of topics.
This model allowed our client to gain significant insight into what their customers were talking or chatting about when they contacted the company. Some of the findings served to confirm what our clients already believed, but some of the findings were a surprise to our client. These insights provided insights to support customer channel enhancements. It also helped the client validate that the changes were effective, as well as discover the next set of challenges.