Davinia Gravesande-Becker

Director of Analytics Westpac

Exchange Day Two: Wednesday, 26 August 2020

Tuesday, February 8th, 2022

8:20 AM From Reactive To Predictive: Leveraging Machine Learning To Improve The Complaints Function And Improve Customer Experience

For the last 6 months within Data Science and Insights we have been working to automate the way we use complaints data to improve the customer experience. Utilising text analytics, visualisation tools and machine learning models, the team have been building a predictive model that will help to categorise and predict the root cause of a customer’s complaint. In this session, Davinia will discuss:

  • The impact of new skills and team growth on a data transformation
  • Implementing visualisation tools to monitor spikes and peaks in data
  • The impact of machine learning on customer data categorisation in a predictive model