Transforming while performing Deep Dive: Artificial Intelligence. Hype or not?

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1 Transforming while performing Deep Dive: Artificial Intelligence. Hype or not? Randi Marjamaa, CEO Nordea Liv

2 FILM: MANIFESTO FILM

3 Banking is essential, banks are not

4 The banking industry is changing New technologies Big global actors Pressure on margins FinTechs Increased regulatory pressure Robotics Process Automation (RPA) Internet of Things (IoT) Artificial Neural Network Big Data Biometrics Natural Language Processing (NLP) and text analytics Artificial Intelligence An industry in change Crypto Currencies Block Chain Machine Learning Optical Character Reader (OCR)

5

6 What is really artificial intelligence? Simplified definition: Machines doing tasks that would be considered intelligent if done by human SENSE COMPREHEND ACT LEARN Perceive the world by acquiring and processing images, sounds and speech. Analyze and understand the information collected by adding meaning and insights. Take action in the physical world based on comprehension and understanding. Improve performance (quality, consistency, and accuracy) based on real world experiences. Often referred to as the 4 th revolution access to data, processing power and improved techniques to analyse and make sense of the data available

7 Some definitions to help us on the way ARTIFICIAL INTELLIGENCE THE CONCEPT of using machines to do tasks that would be considered intelligent if done by a human MACHINE LEARNING THE APPROACH of finding implicit patterns in existing data and using it to draw conclusions or make predictions DEEP LEARNING THE TECHNIQUE of finding patterns in data using neural networks Often referred to as the 4 th revolution access to data, processing power and improved techniques to analyse and make sense of the data available

8 Nordea s journey into artificial Intelligence POTENTIAL IMPACT Robotic Process Automation (RPA) Virtual Agents Nova Simple scripts and Excel-macros RULE-BASED AUTOMATION Roberta TECHNOLOGICAL ADVANCE

9 Say HI to Nova. Nordea s Virtual Agent CLEAR Direct and concise Clear and specific Asking for confirmation to ensure understanding EXPERT Professional and confident Understanding complex concepts understanding long term savings and pension products Delegating to human when needed ORIGINAL Lively and inspiring Able to think outside the box Passionate but down to earth Defusing difficult concepts WARM Compassionate, understanding and polite Open & trustworthy Informational personal transactional

10 LEARN Nova, a Virtual Agent with AI A smart assistant interacting with people and machines to inform, support and advise, helping them with their tasks, challenges and goals SENSE Real-Time Instant Messenger Voice Image Asynchronous Avatar Tone of Voice & Sentiment COMPREHEND Semantic model Natural Language Processing API ACT Delegation Enterprise systems 3rd Party Systems Text Voice or Text Interface Vision processing RPA Social User Interface Knowledge Base

11 Nordea s journey into artificial Intelligence AI Process Automation POTENTIAL IMPACT Robotic Process Automation (RPA) Virtual Agents Nova Claims Handling Corporate Automation Call Center Automation Simple scripts and Excel-macros RULE-BASED AUTOMATION Roberta TECHNOLOGICAL ADVANCE

12 The existing claims process fails to deliver on customer expectations Current challenge Why do I have to wait for my disability payments? Claims handling time for disability, lack of transparency in process and numerous calls to our Care Centre Why it takes time Requires human judgement Relies on unstructured and comprehensive input from medical doctors and NAV (social services) Interacts with a range of different IT systems

13 AI allows Nordea Liv to automated Claims handling end to end and to exceed customer expectations Solution End to end automated claims handling process using machine learning RPA automates manual steps of the process across different systems Computer vision (OCR) structures input from doctors and NAV Natural language understanding (text analytics) extracts relevant information in documentation from medical doctors and NAV Thank you! Results Waiting time reduced to instant handling A scalable and reusable solution that will be used across Nordea Automation yield high benefits quickly. Building such capabilities is strategically important and necessary for sustainable operations across Nordea in the future

14 Transforming while performing Many new technologies trends experiment and be customeroriented. Technology is immature, its evolving! Engage your organisation and business to evolve with it! Sharing & Partnership is at the heart of innovation.

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