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PFA Pension improves customer experience using NLG

PFA Pension improves customer experience using NLG

PFA Pension uses Natural Language Generation and advanced analytics to improve the customer experience

PFA Pension build an e-mail template recommendation engine based on NLG.

A large Nordic life and pension company was looking for a way to automate the process of answering common written inquiries, as well as the ability to obtain insights on what customers were writing about.

The KPMG NewTech team assisted with the design of a machine learning solution that recommends the right template to use when answering an inquiry, as well as collecting, analysing and cleaning data about customer inquiries.

In addition, the NewTech team worked with the newly established internal data science team, to establish best practice for how to work with machine learning and agile project management.

As a result of the engagement, front-office employees' time spent on answering inquiries was reduced, thereby freeing up time to spend more time on complex inquiries. The data collection of customer inquiries led to new insights, which resulted in the creation of new and better templates.

As a result, a solid foundation for scaling the machine learning initiative was established within the internal data science team.

 

Contact Troels Steenstrup Jensen for more information

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