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OneBankassure: Customer intimacy through machine learning

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Publication date13/12/2018
Host publicationICIS2018 Proceedings
PublisherAIS Electronic Library
ISBN (electronic)9780996683173
<mark>Original language</mark>English


OneBankAssure [a pseudonym] sought to delight its customers by delivering new digital value propositions that exploited new data science and machine learning disciplines. The company created a new organizational unit focusing on these disciplines and funded many new use cases that leveraged them. This case describes the practices of this new unit and recounts the story of the development of one of the company's successful machine learning use cases. To create fertile ground for the use of machine learning capabilities, the company was also making significant investments in training and culture change, so as to become a more data-driven and evidence-based organization.