A framework for smart banking conversational services

Nowadays, the banking sector has undergone a massive transformation of its services from e-banking to smart banking that implements modern technologies to provide a more innovative experience for customers. This project addresses the challenge of providing a smart banking conversational service as a new-generation self-service in order to improve customer experience and satisfaction. The purpose of this research is to propose a novel framework by which a dialogue system can adapt and learn to choose an optimal and personalized dialogue strategy based on customer knowledge and interactive experience with human users. The proposed service receives the user’s questions, analyzes the requirements using machine learning algorithms and artificial intelligence techniques, and make a personalized appropriate response that may include the answer, hint, process, or recommended product and service to satisfy user needs.

Faculty Supervisor:

Thang Le Dinh

Student:

Partner:

Mouvement des caisses Desjardins;École Polytechnique de Montréal

Discipline:

Computer science

Sector:

Finance and Insurance

University:

Université du Québec à Trois-Rivières

Program: