One Click Closer to an AI-powered Account Manager

Jairo Mejía CRM&Advice

While brewing the morning coffee, jogging along the river, or right before stepping in your car. You can now complete a transfer or payment, or manage your account’s health without losing sight of your routine, or filling out the tedious list of numbers of a transaction form. BBVA Data & Analytics has developed a new engine for BBVA Bancomer in …

Photo by Werner Du plessis

Client2vec, finding a better way to understand client’s preferences

Jairo Mejía CRM&Advice

Computational linguistic has advanced at great strides these last few years. It has permitted, for instance, extracting the semantics of a word just by analyzing its context, without a dictionary, and using relatively simple neural networks. Facebook Research’s Tomas Mikolov pioneered a more efficient process with his word2vec work, now a patented methodology by Google. His work helped machines to …

What does your Bank Know about you?

Beatriz Alonso CRM&Advice

The digital fingerprint derived from our banking activity (transfers made, card transactions, etc.) is a rich and constantly updated source of information which allows your Bank to develop products and services adapted to the specific needs of each client, leverage advanced analytical methods and technologies. BBVA Data & Analytics was created in 2014 to extract intelligence from all these data, …

Improving the Response Rate of Non-Customer Campaigns with SMOTE Algorithm

Angel Reyes Obispo CRM&Advice

Background Attracting new customers is a challenge for any company, and the response rate to marketing campaigns is usually low among non-customers. Traditional Machine Learning algorithms, such as Logistic Regression, can classify potential customers and predict the result of marketing campaigns, but their predictive accuracy is limited when the data is imbalanced (Chawla, Bowyer, Hall & Kegelmeyer, 2002). Responses to …

Personalizing Banking Services with Advanced Data Analytics

Teresa Correas CRM&Advice

In the traditional banking model, data was produced by the customer and processed by data analysts. Customer’s income and expenses were used to understand global trends and design products and services attractive for specific segments. BBVA is leveraging advanced analytics methods and technology to give users full control over their data and help them understand their financial health to make …

Improving Customer Experience with Forecasting Models

Mauricio Ciprian CRM&Advice

Direct debit and credit cards have made the lives of many easier. They have allowed us to save time and headaches, and helped us finance goods that exceed our monthly purchasing power. Sometimes, they have also created situations when an unforeseen payments came through in an unexpected moment with a low balance the missing payment involves a penalty. To solve …

Learning from Cardiac Arrhythmias to Improve Customer Satisfaction — Working with Imbalanced Data

Felipe Alonso-Atienza CRM&Advice

Background Customer satisfaction is a complex indicator. It can change after every interaction, can be influenced by external factors, and can lead to multiple outcomes. Cumulative dissatisfaction can lead the customer to terminate the relationship with the service provider and yet, it is difficult to measure with traditional methods like customer satisfaction surveys. Machine Learning algorithms offer today the possibility …

How to Improve Customer Service Using Text Analytics?

César de Pablo Sánchez CRM&Advice

This article is a brief summary of three presentations given at the monthly Data Meetup organized by BBVA Data & Analytics. What happens when a comment is sent through a BBVA website, mobile application or email? Every day, BBVA receives thousands of emails from customers who want to ask questions or express their opinions about the quality of the services …