Abordagem e desenvolvimento de modelos para auxiliar o atendimento ao consumidor.

1. Intelligent
Customer
Support
18/12/2018

2. Nubank needs good
customer experience to scale
THE MISSION

3. Our domain
is very
complex.
FINTECH BUSINESS
People that own Nubank
some amount of money.
DEBT
We need our customers to
understand some very
complex rules.
REGULATION
People get scammed and
are frauded.
FRAUD
Failures in systems in other
banks or services.
THIRD PARTIES
We develop and deliver new
products which users,
sometimes, don't
understand.
NEW PRODUCTS
Some of our users are not
tech savvy.
DIGITAL

4. We offer
help
directly in
the app.

5. We'll be
there if
you really
need.

6. 6
MINIMAL
STYLE
How do
we solve
this
problem?

7. Divide &
conquer.
Bills
Customer Acquisition
Chargebacks
Collections
Fraud
Limits
Logistics
Payments
NuConta
Rewards
OPS TEAMS

9. Tell one type of problem from the
other.

10. Rules
Uses human knowledge about the business.
Human made
If the routing is wrong, the XPeer will tell us.
Let the user correct it
Very fast and good for an MVP.
Good to prototype
Better at corner cases and learns things that
are hard to encode as rules
Learns to route
The model is as good as the data we have,
so we need lots of it.
Improves with time
Needed for new products and to give the
teams more flexibility on how they route
their tickets.
Rules when necessary
Machine Learning

11. Language Models
Text Waitlist?
Pq não fui aceito? Yes
Como faço um cartão? No
Quero mais limite! No
...
Não queria mesmo! Yes
Xpq
Xnã
o
Xaceit
o
Xcartã
o
... Xmesmo
Waitlist?
1 1 1 0 0 Yes
0 0 0 1 0 No
0 0 0 0 0 No
...
0 1 0 0 1 Yes
F(Xpq
, Xnão
,Xaceito
,Xcartão
,…, Xmesmo
) → {Yes,
No}
F(Xtext
) → {Yes, No}
Is this email a waitlist ticket?

12. Language Models
Xpq
Xnã
o
Xaceit
o
Xcartã
o
... Xmesmo
Waitlist?
1 1 1 0 0 Yes
0 0 0 1 0 No
0 0 0 0 0 No
...
0 1 0 0 1 Yes

13. Contextual Model

14. Stacking
Models.

16. 75%80%
Performance
Even a simple model lead to a huge win in performance and to a massive productivity
boost.
ChatsEmails

17. 17
Xpeers already use template responses to answer simple
questions. We call them macros.

18. Auto-reply models

19. Emails auto-replied
10%

20. Takeaway
Establishing a
modelling cycle early is
more important than
applying the most
innovative modelling
technique.