Real-time Machine Learning Applications in Vanguard Call System
The Retail Advanced Analytics Solutions team at Vanguard are responsible to use cutting edge ML technology to solve complicated business challenges. This talk will introduce two data science projects which we successfully deployed in our call routing systems.
We will cover: PAS – a service combining an online experience with the expertise and behavioral coaching of a human advisor. We will discuss the impacts to lead generation models and successfully built this ML solution into our call routing system. Additionally, we will share how we’ve been able to improve the client call experience by improving accuracy of verbiage to the call system. The model was fit to predict the client actual call intents and thus reduce the chance of the calls been transferred.
Speakers will share their experiences, give practical advice, and highlight upcoming internship opportunities at Vanguard. Attendees are welcome to ask questions as part of our discussion.
