LemonadeLXP

Transcription:

John Findlay (00:08):
Thanks very much. So yeah, John Findlay, LemonadeLXP. We're an all-in-one learning and knowledge platform for financial services companies, and it's a pretty extensive platform. Today I'm going to focus on one new piece of tech that we just rolled out. It's based on cutting-edge new tech—you might've heard of it—AI. So it's based on that. I'm just going to run you through a very quick tour of what we call Insight AI. What you're looking at here is nothing, apparently. Is there any way I can get up there? There we go. So what you're looking at here is the main interface of LemonadeLXP. I'm going to go to Insight AI. It doesn't look that impressive, but it's pretty magical. I go to Insight AI, and at the click of a button, I can create a private, secure knowledge base.

(00:55):
You can see I've created one here for my fictitious bank. What I can do is drag and drop documents in virtually any format—those are all the formats there—and I can drop them into the system. You can see these are all the ones I've dropped in. Then I click "synchronize," and it consolidates all of those documents into one knowledge base. That's the first piece of using this tool. Where the magic really happens is when I go into "blueprints." Blueprints is where I can create educational content. I can create either an entire collection or a step; a step is a single module, and a collection is a whole course. For the purposes of this demo today, I created this course on mortgage discovery. What I did was I wrote a prompt that says, "provide a comprehensive overview of how to run effective mortgage discovery."

(01:41):
Then I also asked it to highlight KYC if you want to merge in some compliance stuff. Once I'm done writing a prompt, I go into "Synthesis" and I click "Fetch Source Text." What that's done is it has read the entire knowledge base, pulled out any salient points, and written an article for me. This is the "human in the loop" piece that I can review or send to an SME to review. Once we're comfortable with it, we can see what documents it referenced to write it. Then we go to "author" and we can select tone and all sorts of different things. For the purposes of this, I just click "author with Insight AI," and in a minute or two, it has authored my training content. For this course, I authored a bunch of different modules, and let's go take a look at how we can distribute it. The first thing is for internal knowledge and support; we can distribute it into the learning experience platform that Lemonade has. This is that course that has been pumped into the platform. The first piece is an introductory bit of content. Insight AI wrote the video script, and we have an integration with a couple of AI video tools—we didn't invent our own because there are so many good ones out there—but this went from source material to a finished video in less than 10 minutes.

(02:55):
My sound doesn't seem... you guys got sound?

(03:01):
Sound? That's too bad. Anyway, she's talking. Trust me, it'd be great if you could get sound for the next piece just because it's key. So that's the introductory piece. She's saying nice stuff about mortgages and why you should learn how to do good discoveries. Some people prefer to read, though. So Insight AI wrote us an article that explains the basics of mortgage discovery and also nests in KYC advice. It gives you all the cool stuff that you need to know, and it even recommends an exercise for the learner at the end. Now that we've got our foundational information, Insight AI created some game-based learning. This is a multi-level crossword puzzle where all the hints and answers are about conducting good discovery in KYC. It also created another module where it's long-form content, but it morphs it into a game.

(03:53):
My goal is to identify any of the mistakes in this content. Instead of just reading it and ticking a box, I actually have to prove that I understood it and I have to go and fix all the mistakes. It's just a fun way to morph long-form content into game-based learning. The last piece it created was a virtual customer conversation where a customer comes in, wants to talk about mortgages, and I have to find the right product for them. Here I have to guide this conversation to a point where I can recommend the right product, and it will give me a rating on how well I did that. The next piece is we want that employee to understand how to use the tech tools. Here is a walkthrough. Lemonade also has the fastest tools in the world for creating walkthroughs of any software or apps.

(04:36):
So you can teach them how to use the tech stack that they need to support their job role. The last piece—some folks may still be on old systems—so you can create a walkthrough of how to even fill out a paper application if you need to. That content was all created in less than half an hour. A course like this would typically take somewhere between four and eight weeks for a department to roll out, and now you can roll it out in a couple of hours. It's a huge operational efficiency. The last piece of the internal side is a chatbot that I can ask questions of in the flow of work. "I have a customer coming in to talk about mortgages and I want to be KYC compliant. Please provide some advice."

(05:28):
What it's going to do now is read that knowledge base that we created at the beginning of this demo and find all salient points related to our mortgage offering, KYC, and any regulations that tie into that, and it will pull out my answer. This stops me from calling my colleague or Karen, who gets all the calls in the office from anybody who doesn't understand how to do things. Here's my answer, and it even references the source material. You can see this was pulled from Bank Secrecy. I can download it if I want a little bedtime reading, so it's full-featured that way. That's internal knowledge and training, but now I can also take that content and distribute it to customers if I want to educate them. Lemonade built this branded, searchable, WCAG-compliant hub. WCAG is key because accessibility is a real pain at big financial institutions.

(06:19):
It's all baked in for you and it's got a channels feature. I can go and see all the content that I've created for mortgages. This is how to fill out the paper application, here is "calculate your mortgage," and you can put learning content in there. You can have channels for other things like fraud awareness and stuff that you want to educate customers on. Any of the content you generate with Insight AI, you can distribute to staff or to customers. That is everything except one thing. Last week I was in New York at Finovate and at 10 o'clock the night before my demo, my CTO calls me and says, "Dude, you've got to demo what I just built." I had to change everything I had planned to do, but it was worth it. This is the latest step our team built, and it allows you to go in and create a character. I created this person named Liz Spencer; she's a 34-year-old lawyer who recently made partner and she's in the market for a mortgage. Then I can generate the rest of her profile with AI by clicking this button, and it fills out all this stuff about her and how she likes to communicate. The output of that is a mentoring step where I can actually talk to Liz and try to help her find the right product. Let's give it a shot here. "Hi Liz. Thanks for coming in today. I hear you're in the market for a mortgage."

Liz (A.I.) (07:48):
Hi there. Yes, I'm looking to explore my mortgage options. I recently made partner at my law firm and I'm ready to invest in my first home. What can you tell me about your mortgage products?

John Findlay (08:00):
I'm going to close it so Liz doesn't keep talking to us, but you can generate that mentoring module in a matter of two or three minutes. At the end, if I've gone through the whole conversation, it will actually tell me what I did well and what I did poorly, and I can set those criteria. I can build any number of personas and have my staff practice those discoveries or whatever it could be—customer service, anything. That module is going to be really powerful. That's our whole demo. Thanks very much.