Lemonade LXP

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.

John Findlay (00:08):
All right. I had a couple little things to set up there. I'm John Findlay from Lemonade LXP. We're the all-in-one learning and knowledge platform for financial institutions. We brought our product to market in 2018. It was specifically designed for driving digital fluency and adoption—helping drive adoption of technology for your customers and making sure that your staff understood it. But of course, once you put something in market, your clients MacGyver it in all sorts of ways. So we listened to them and kept building features until we became this all-in-one platform. What I'm going to do today is a quick demo of what we built and how it helps banks and credit unions. Let me jump over to the first piece here.

(00:52):
This is the main administrative portal for Lemonade LXP. It's a pretty underwhelming screen, but it's actually pretty magical. If I go to configuration right here, at the click of a button, I can create a private secure knowledge base into which I can drop source material in virtually any format. This is my Solace Bank. What I do is drag and drop files here in any of these formats. You can see here all the files that I've got in here. Once I'm done with that, I click synchronize and it actually morphs them all into one knowledge base. That's the first piece. The next piece is that I can then go to blueprints and from here I can generate content. Let's take Jack Henry, for example. Imagine we're rolling out Bano. I'm going back to our original use case, which is new tech.

(01:44):
We're rolling out Bano and I need to create some training and support content for it. I come in here and I write the prompt: "What are the key features and benefits that staff need to understand?" Then I go over to Synthesis where I click fetch source text. What that does is read every document in that knowledge base that I created and write a synthesized article, because it may grab information from several different articles. I can read this and make sure that it represents what I wanted to articulate in the training. Then I go here and I click author with Insight AI. For the purposes of this demo, I've authored a number of steps. You can see all of these. I won't author live because it does take a minute or two and we'd run out of time.

(02:24):
Once I've got the content built, I've got two options for distribution. First is internal knowledge and support. I'm going to walk you through the content that Insight AI authored for us in Lemonade. The first piece is an introductory video. Insight AI wrote the script. Our system didn't build the video because there are so many good video tools out there; we just built an integration instead of building our own. But this is what it built from source material to finished video in about five minutes.

(03:02):
All right, that's enough of that. This isn't a Jack Henry ad, but I think you get the point. The next piece is for staff who prefer to read. What it did here was write a consolidated article that introduces Bano, talks about how it enhances customer conversations, mentions that it has Spanish language options, is an embedded fintech, talks about security, and then it even recommends a little exercise for the learner at the end. Again, all written in Insight; that one probably would've taken less than two minutes. That's the foundational information of this training course. The next piece is that it actually built me some game-based learning. It built all of the writing, animations, and the game itself. This is a quiz game where I need to get as many right in a row as possible.

(03:47):
It wrote all the content and the feedback loops, designed it, and did everything for it in less than two minutes. The next piece: it actually built me a crossword puzzle where all the hints and answers are about Bano and its features and benefits. Again, multi-level authored in a matter of a couple of minutes and I have to solve the puzzles. The next piece it built for me was based on the idea that it's great that our staff understand the technology, but they actually have to be familiar with it in order to talk to customers about it. Lemonade also has the fastest tools in the world for creating walkthroughs of any software app. This is not built by AI; it's built by hand, but this demo would have taken only five minutes to build. That's teaching and driving fluency so that staff can have conversations. The last piece is that it built a virtual customer conversation.

(04:42):
Let me just refresh and see what's going on. Probably something to do with the internet. This is a virtual customer conversation. These used to take forever for our customers to author. When a customer comes in, I have to guide the conversation. They're a little frustrated that we changed the technology on them, so how can I guide that conversation to a point where they're happy and they understand why we did it? That is how to distribute the stuff internally, but you can also distribute it externally. Using Lemonade's authoring tools, you can create a WCAG compliant, branded, searchable hub with content. Any of the content that you author, you can either put it out for the staff or for customers. This is the customer-facing piece. That same Jack Henry video is right here, but it also has channels.

(05:36):
I could use it for my Jack Henry training, but I could also use it for financial literacy and wellness. I could use it for fraud awareness. I could use it to teach about loans, whatever. Anything I can create content on, I can distribute either to staff or to customers. That is a quick tour of how you author content. A couple of weeks ago, I was at Finovate, and the night before I was to present, my CTO said, "Dude, you've got to show this new thing I just built." I said, "Okay, it's the night before, but I'm going to have to change things. I only have seven minutes." He built this.

(06:11):
It's an AI coaching bot. You can see here I created a persona. Her name is Liz Spencer. She's a 32-year-old entrepreneur whose print business is starting to take off. In particular, the outdoor printing business is really starting to accelerate and she needs a loan to finance a new printer. I go in, write the scoring fundamentals, complete the profile with AI, and click publish. What it created was this module. We're going to give this a shot live. Hopefully my internet works well enough.

(06:52):
Hi, Liz. Thanks for coming in today. I understand you're looking for a loan for your business. I'm hoping to find a solution. I won't continue the conversation because it'll take a little while, but what's really cool is that at the end, it gives me feedback. It tells me what my strengths were, what my weaknesses were, and provides recommendations for how to improve that conversation to do a better discovery with that customer. It even gives me transcript scoring and tells me what she was thinking as I spoke to her. It gives me very specific coaching, and I can set the criteria for which the coaching is delivered. That new tool is allowing our bank customers to better coach and understand their frontline staff and report on how well they're doing.

(08:08):
I've run out of time because of the delays. Thank you very much. I hope you have a good show. Thank you.