Enhancing customer care through deep machine learning at Travelers

New York-based insurance provider Travelers, with 30,000 employees and 2021 revenues of about $35 billion, is in the business of risk. Managing all of its facets, of course, requires many different approaches and tools to achieve beneficial outcomes, and Mano Mannoochahr, the company†s SVP and chief data & analytics officer, has a crow†s nest perspective of immediate and long-term tasks to equally strengthen the company culture and customer needs. We needed to think about those disciplines together and make progress to maximize the benefit to our customers and our business overall.†Another focus is on finding and nurturing talent. It†s a pressing issue not unique to Travelers, but Mannoochahr sees that in order to deliver on those disciplines advancing analytics to foster a healthier business, he and his team recognize the need to cast a wider net. This is kind of a team sport for us, so it†s not just data scientists but software engineers, data engineers, and even behavioral scientists to understand how we empathize and best leverage the experience that our frontline employees have, as well as position these capabilities in the best way so we can gain their trust and they can start to trust the data and the tool to make informed decisions.