— English event–
In the domain of pensions and insurance customer communication is very important. The aim of the project is to leverage the power of state-of-the-art data science methods to study and enhance communication using three modalities – vocal, textual, and visual.
Recent innovations in data science methods, most notably “deep learning,” and other machine learning algorithms give rise to unprecedented performances in vocal and textual analytics tasks, such as highly accurate sentiment recognition (e.g., the automatic recognition of a message being from a satisfied client or an unsatisfied client) and reliable automatic content classification (e.g., the message contains a question about a specific pension option). The same innovations in data science give rise to advances in video-based eye tracking to reliably estimate eye gaze from webcam images.
The central theme of the program is how data science methods can contribute to improve communication.
In the morning session Rein Cozijn (TiU) will talk about the use of eye-scanners in scientific research and Jurjan Mol (NN) will talk about the importance of how to present information on websites regarding pension portfolio insights.
In the afternoon session there are contributions of Drew Hendrickson
(TIU) who will provide a presentation about the use of text-analytics in research and Jeroen van den Bosch (AFM) who will talk about the dilemmas of how to conduct oversight and how text mining can potentially help.
Finally, Marie Nilsenova will talk about how datascience techniques have been used in streamlining customer phone conversations, while Hanka van Waas (a.s.r.) will talk about improving customer satisfaction of phone calls.
maandag 17 december 2018
10:00 - 10:20
10:20 - 10:30
Peter de Goeij (TiU) en Eric Postma (JADS & TiU)
10:30 - 11:15
Using Eye-scanners in research
Rein Cozijn (TIU)
11:15 - 12:00
Jurjan Mol (NN)
12:00 - 13:00
13:00 - 13:45
Using text-analytics in research
Drew Hendrickson (TiU)
13;45 - 14:30
Dilemmas in the implementation of AFM supervision – text mining as help
Jeroen van den Bosch (AFM)
14:30 - 15:00
15:00 - 15:45
Streamlining telephone conversations – Application of datascience
Marie Nilsenova (TiU)
15:45 - 16:30
Improving customer satisfaction in telephone conversations
Hanka van Waas (a.s.r.)
16:40 - 17:30
Reception & Drinks