Creatio

Transcription:
Transcripts are generated using a combination of speech recognition software and human transcribers, and may contain errors. Please check the corresponding audio for the authoritative record.

Christopher Jackson (00:09):
All right. Hello everybody. I think I'm the last demo. I'm Chris Jackson with Creatio, the industry strategy and marketing lead for financial services. For those of you that are unfamiliar with Creatio, we are an AI-native no-code platform for CRM and banking workflow automation. We have customers in over 100 countries, with 50 million workflows launched on our platform on a day-to-day basis. We have employees all around the world, with a very large focus on financial services specifically. I want to jump right into it. I know you guys can't read all of these things, so there will not be a test, but I did want to show the depth and the breadth of the workflows that Creatio provides out of the box and talk about the different categories that we typically focus on. The first one will be customer lifecycle management.

(01:03):
The next one will be product fulfillment—your applications and account workflows—operations and executions to support the service cases on the backend. And then of course, compliance and risk management, which is obviously very important. All of these are enabled with AI capabilities. The philosophy that we have at Creatio when it comes to AI is really taking that "human-in-the-loop" approach. AI is not meant to replace humans or what humans are good at. It's there to supplement and assist your employees as you work through your day-to-day activities. Some of the things it does very well are crunching numbers, data manipulation, or identifying trends and patterns. But what humans do best is building relationships and understanding the nuance in different conversations. I wanted to show those things because they will play into the demo.

(01:59):
We've got our homepage here, which can be configured using our no-code tools. AI can also assist you in setting up different homepages based on different roles. For example, somebody working in a call center or handling service cases does not need to see certain things like sales pipelines. This is just one example of a homepage, but let's get into our small business-specific workflows. We've got our legal entities—these are your small business accounts. I want to pull up Karen's Cafe here to show you what it looks like. We call this our Account 360 view.

(02:46):
This is everything to do with Karen's Cafe. You can see we've got our company info: taxpayer IDs, company codes, revenue information, and noteworthy events, like when the business was founded. We've got our primary contact information—really that holistic view of this business account. You can see the primary contact here is Alice Phillips. I'm not sure exactly why Alice would open a cafe called Karen's Cafe, but it's maybe some type of alias. Here is our list of contacts. I know it's a little hard to read, but we've got a place to hold all of our contact information for all the different people that may work there. Maybe we can get some referrals based on that, or help other beneficial owners with different initiatives.

(03:39):
We also have our portfolio view, which is very important. We have our financial accounts, including different loans, cards, transactions, and applications. We want to know if she has an application for a small business loan in process, or if she's had one in the past, and what the outcome was. We also have our lead information and sales pipeline info. What has she been interested in the past? What was the result of those conversations? We can look at any outstanding service cases. The conversation might be a little different if she has an outstanding complaint or has had several in the last six months. We want to make sure we keep an eye on those as well.

(04:27):
Timeline of all events that have happened: things like, "Hey, we just talked to this person." That way we can have a through-line between different teams and people that Alice is involved with. And then of course, all of our communication summaries: emails and messages. If you integrate your telephony system, this would show a list of times she's called in and an AI summary of what that conversation was about. That's the idea of the Account 360, but maybe we want to know what business changes occurred since we last talked. AI is running with you the entire time because it is embedded within Creatio; it's always there to assist me.

(05:22):
Maybe I want to see a summary of business changes. We're going to ask AI to do this and activate the agent here. These agents and prompts are customizable based on the role. We can say, "Hey, I am frontline staff at a branch and Alice came in." I might have different prompts than somebody working on service cases. I asked what the differences are since the last time we talked, and it says her revenue went up. You can incorporate data providers like ZoomInfo to automatically update these things so she doesn't have to tell us every single time she comes in. That might open up a new option for our "next best offer."

(06:13):
We want to make sure we offer her tailored recommendations based on what's happening with her business. We've got our SBA Advantage, and if I ask AI to recommend products, it can help me determine exactly what we should give her. This one says, "I recommend an SBA Advantage because the probability of her being interested in this is 91.45%." There's a good chance she would like this product based on her portfolio, previous conversations, and all the information we have about her. Because of the lack of time, I'm going to skip starting a new lead, but I wanted to show our service cases here as well. Let's say we gave her that product, and then six months down the road, she has a problem.

(07:15):
She calls into a call center. I might be a seasoned customer service agent, or I might be new and want to know how to handle certain things when it comes to servicing an account. She wants to change her payment schedule based on having some cash flow issues for the next six months. I want to know what the knowledge base article tells me about how to do this, because maybe it's a unique situation. If I type in the case number, AI is going to provide a breakdown of exactly what steps to take to manage this workflow in a step-by-step manner. Again, the way we think about AI is that it should be with you throughout the entire time.

(08:11):
It should be helping you and supplementing that human interaction you're having with Alice, Karen, or whoever is your primary contact for the business. I think that is it. I'm 30 seconds over, so I'll wrap up. Please come by our booth and we'll be happy to elaborate on our capabilities. Thank you, everybody.