Deploy the new customer relations guidelines using AI
- Sector: Financial Services
- Duration: 3 months
- Year: 2024
On the occasion of migrating all 900+ customer letters to the brand’s new relational guidelines, we tested a prototype for rewriting the letters using a trained AI model. A digital platform was made available to facilitate interactions with the model and to export the letters into the correct templates.
Project challenges
- Migrate as many of the 900 letters as possible to the new relationship charter in a relevant and automated way.
- Achieve migration within a tight timeframe (before December 2024).
- Leave the necessary adjustments and the added value of human analysis to the business teams.
Baker Park methodology
Identify
Understand the new relationship charter and feed the model
- Identify the formal and informal rules of the new relationship charter through business interviews.
- Retrieve previously translated letters and any other elements that can be used as a basis for training on the model.
- Identify the target experience (digital platform)
Ignite
Training and adjusting the model
- Delivery of small numbers of letters and reviews with business teams.
- Adjusting the model to more closely match the rules and more subtle human judgments.
Impact
Deploying the model through the digital platform
- Deployment of the model in the digital platform.
- Training and support for business teams in using the model
Key figures
100%
automated copywriting
1 minute
average time to retrieve a first version of translated mail
900
mail to be processed automatically by the end of 2024
Benefits for stakeholders
Business teams
- Time-saving letter-writing, with the first part to be broken down and reread, and the template already integrated.
Deliverables generated
- Digital platform for dialogue with the model to retrieve suggestions for translating letters into the new charter + historical record of all requests.
- 80 Mail already processed by the model
