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launched in 1989 as the original challenger bank. Banking had been staid and steady for years when first direct adopted a banking epiphany: let customers do their banking in a way that fits around their lives.\u003C\u002Fp>\r\n\r\n\u003Cp>To deliver this, first direct invested heavily in people, training, tools, and culture. And it worked. They garnered a loyal customer base of 1.5m, and regularly out-ranked their competition for customer satisfaction.\u003C\u002Fp>\r\n\r\n\u003Cp>But over the past few years, mobile began accounting for an increasing amount of overall customer transactions (it currently sits at 84%) and first direct was being usurped by a new generation of challengers.\u003C\u002Fp>\r\n\r\n\u003Cp>first direct needed to meet its challengers head on. They needed to move from using customer data in a linear, one-dimensional way, to being a data-driven organisation, anticipating and responding to customer needs in a way that excelled beyond their competition and provided customers with a personalised experience.\u003C\u002Fp>\r\n","\u003Cp>first direct launched in 1989 as the original challenger bank. Banking had been staid and steady for years when first direct adopted a banking epiphany: let customers do their banking in a way that fits around their lives.\u003C\u002Fp>\n\n\u003Cp>To deliver this, first direct invested heavily in people, training, tools, and culture. And it worked. They garnered a loyal customer base of 1.5m, and regularly out-ranked their competition for customer satisfaction.\u003C\u002Fp>\n\n\u003Cp>But over the past few years, mobile began accounting for an increasing amount of overall customer transactions (it currently sits at 84%) and first direct was being usurped by a new generation of challengers.\u003C\u002Fp>\n\n\u003Cp>first direct needed to meet its challengers head on. They needed to move from using customer data in a linear, one-dimensional way, to being a data-driven organisation, anticipating and responding to customer needs in a way that excelled beyond their competition and provided customers with a personalised experience.\u003C\u002Fp>","The challenge ",{"__typename":257,"id":270,"ctaLink":218,"pgSharedText":271,"pgSharedTitle":274,"pgSharedCtaLink":218},"13542",{"value":272,"processed":273,"format":262},"\u003Cp>first direct turned to Zühlke to build out features utilising a blend of automation, artificial intelligence (AI), and machine learning, to anticipate and respond to customers’ needs and harness the power of autonomous banking.\u003C\u002Fp>\r\n\r\n\u003Cp>The ultimate goal was to make it easier for new and existing first direct customers to intelligently and effectively manage their money.\u003C\u002Fp>\r\n","\u003Cp>first direct turned to Zühlke to build out features utilising a blend of automation, artificial intelligence (AI), and machine learning, to anticipate and respond to customers’ needs and harness the power of autonomous banking.\u003C\u002Fp>\n\n\u003Cp>The ultimate goal was to make it easier for new and existing first direct customers to intelligently and effectively manage their money.\u003C\u002Fp>","What we did ",{"__typename":257,"id":276,"ctaLink":218,"pgSharedText":277,"pgSharedTitle":280,"pgSharedCtaLink":218},"13543",{"value":278,"processed":279,"format":262},"\u003Cp>The discovery process revealed there was huge value in creating solutions for customers to relieve them of the time-consuming, repetitive, administrative tasks related to managing their money. And many of these tasks could be automated or predicted.\u003C\u002Fp>\r\n\r\n\u003Cp>first direct came to Zühlke with five levels of autonomous banking as their vision:\u003C\u002Fp>\r\n\r\n\u003Col>\r\n\t\u003Cli>Level 1 offers customers some basic reminders and prompts that a payment or action is due.\u003C\u002Fli>\r\n\t\u003Cli>Level 2 delivers intelligence around checking available balances to suggest payments to cover upcoming debits.\u003C\u002Fli>\r\n\t\u003Cli>Level 3 pushes on to monitoring bills and expenditure and making automatic payments where funds are available in the customer's current account and escalating to the customer as appropriate.\u003C\u002Fli>\r\n\t\u003Cli>Level 4 offers full 'self-driving' under certain conditions, making budgeting decisions and moving money between accounts to make payments\u003C\u002Fli>\r\n\t\u003Cli>Level 5 is full 'self-driving' in all conditions, running the customer's finances to an optimised position based on behavioural and attitudinal profiling.\u003C\u002Fli>\r\n\u003C\u002Fol>\r\n\r\n\u003Cp>To deliver first direct’s vision of autonomous banking, there were two objectives:\u003C\u002Fp>\r\n\r\n\u003Cul>\r\n\t\u003Cli>To help communicate the idea of autonomous banking internally.\u003C\u002Fli>\r\n\t\u003Cli>Deliver a fully operational ‘feedback loop’ from end to end.\u003C\u002Fli>\r\n\u003C\u002Ful>\r\n","\u003Cp>The discovery process revealed there was huge value in creating solutions for customers to relieve them of the time-consuming, repetitive, administrative tasks related to managing their money. And many of these tasks could be automated or predicted.\u003C\u002Fp>\n\n\u003Cp>first direct came to Zühlke with five levels of autonomous banking as their vision:\u003C\u002Fp>\n\n\u003Col>\n\t\u003Cli>Level 1 offers customers some basic reminders and prompts that a payment or action is due.\u003C\u002Fli>\n\t\u003Cli>Level 2 delivers intelligence around checking available balances to suggest payments to cover upcoming debits.\u003C\u002Fli>\n\t\u003Cli>Level 3 pushes on to monitoring bills and expenditure and making automatic payments where funds are available in the customer's current account and escalating to the customer as appropriate.\u003C\u002Fli>\n\t\u003Cli>Level 4 offers full 'self-driving' under certain conditions, making budgeting decisions and moving money between accounts to make payments\u003C\u002Fli>\n\t\u003Cli>Level 5 is full 'self-driving' in all conditions, running the customer's finances to an optimised position based on behavioural and attitudinal profiling.\u003C\u002Fli>\n\u003C\u002Fol>\n\n\u003Cp>To deliver first direct’s vision of autonomous banking, there were two objectives:\u003C\u002Fp>\n\n\u003Cul>\n\t\u003Cli>To help communicate the idea of autonomous banking internally.\u003C\u002Fli>\n\t\u003Cli>Deliver a fully operational ‘feedback loop’ from end to end.\u003C\u002Fli>\n\u003C\u002Ful>","Conducting a discovery for autonomous banking",{"__typename":282,"id":283,"eyebrow":218,"pgQuoteRefQuote":284,"hideImage":218,"hideFunctionAndCompany":218,"bigQuote":218},"ParagraphPgQuote","13544",[285],{"status":7,"id":286,"promote":287,"quotePersonDesc":288,"quotePersonName":289,"quoteText":290,"profileImage":291,"title":312},"6294",false,"Head of Digital Product, first direct","John James","The challenge was taking what we know about customers and their behaviour to make dealing with routine requirements straightforward and make anticipating likely needs a real-time reality.",{"id":292,"sharedMediaLegend":218,"mediaImage":293,"name":311},"5210",{"url":294,"width":295,"height":296,"alt":297,"title":218,"size":298,"mime":225,"variations":218,"quoteVariations":299},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Fjohn02_0.jpg",300,350,"john-james 2",14958,[300,303,306,309,310],{"name":301,"url":302,"width":295,"height":295},"FOCAL_POINT11_EXTRA_SMALL","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffocal_point_1_1_extra_small\u002Fpublic\u002Fimages\u002Fjohn02_0.jpg.webp?itok=gHV59hoV",{"name":304,"url":305,"width":295,"height":295},"FOCAL_POINT11_SMALL","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffocal_point_1_1_small\u002Fpublic\u002Fimages\u002Fjohn02_0.jpg.webp?itok=bL0n0Xat",{"name":307,"url":308,"width":295,"height":295},"FOCAL_POINT11_MEDIUM","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffocal_point_1_1_medium\u002Fpublic\u002Fimages\u002Fjohn02_0.jpg.webp?itok=0_0EX9TN",{"name":307,"url":308,"width":295,"height":295},{"name":307,"url":308,"width":295,"height":295},"john02.jpg","John James, first direct",{"__typename":314,"id":315,"caption":218,"imageRight":218,"pgSharedTitle":316,"pgSharedCtaLink":218,"textMedia":317,"pgSharedText":336},"ParagraphPgTextMedia","13545","Building new data pipelines",{"id":318,"sharedMediaLegend":218,"mediaImage":319,"name":335},"5211",{"url":320,"width":321,"height":322,"alt":323,"title":218,"size":324,"mime":225,"variations":218,"textMediaVariations":325},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Fpipelines.jpg",740,555,"pipeline",103871,[326,329,330,331,334],{"name":327,"url":328,"width":321,"height":322},"FIXED_WIDTH_SMALL","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffixed_width_small\u002Fpublic\u002Fimages\u002Fpipelines.jpg.webp?itok=dNoeWCDd",{"name":327,"url":328,"width":321,"height":322},{"name":327,"url":328,"width":321,"height":322},{"name":332,"url":333,"width":321,"height":322},"FIXED_WIDTH_MEDIUM","https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffixed_width_medium\u002Fpublic\u002Fimages\u002Fpipelines.jpg.webp?itok=fz4Aips4",{"name":332,"url":333,"width":321,"height":322},"pipelines.jpg",{"value":337,"processed":338,"format":262},"\u003Cp>The Zühlke team began by helping first direct understand what data it already had and build data pipelines with access to high-velocity behavioural and financial data.\u003C\u002Fp>\r\n\r\n\u003Cp>The key was being able to use this data to react and interact in real time. Gradually, learnings began coming in for every interaction – or lack of action. For example, an action might be initiated by a change in how often a customer checks their balance. This meant we could start engineering relevant, personalised experiences for customers through the app.\u003C\u002Fp>\r\n","\u003Cp>The Zühlke team began by helping first direct understand what data it already had and build data pipelines with access to high-velocity behavioural and financial data.\u003C\u002Fp>\n\n\u003Cp>The key was being able to use this data to react and interact in real time. Gradually, learnings began coming in for every interaction – or lack of action. For example, an action might be initiated by a change in how often a customer checks their balance. This meant we could start engineering relevant, personalised experiences for customers through the app.\u003C\u002Fp>",{"__typename":314,"id":340,"caption":218,"imageRight":7,"pgSharedTitle":341,"pgSharedCtaLink":218,"textMedia":342,"pgSharedText":363},"13546","Building Autopilot: a first in autonomous banking",{"id":343,"sharedMediaLegend":218,"mediaImage":344,"name":362},"5293",{"url":345,"width":346,"height":347,"alt":348,"title":218,"size":349,"mime":225,"variations":218,"textMediaVariations":350},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fimages\u002Fautopilot_image-150k_0.jpg",1281,903,"autopilot-image",44741,[351,355,356,357,361],{"name":327,"url":352,"width":353,"height":354},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffixed_width_small\u002Fpublic\u002Fimages\u002Fautopilot_image-150k_0.jpg.webp?itok=3g1ZW3q0",900,634,{"name":327,"url":352,"width":353,"height":354},{"name":327,"url":352,"width":353,"height":354},{"name":332,"url":358,"width":359,"height":360},"https:\u002F\u002Fcms.zuehlke.com\u002Fsites\u002Fdefault\u002Ffiles\u002Fstyles\u002Ffixed_width_medium\u002Fpublic\u002Fimages\u002Fautopilot_image-150k_0.jpg.webp?itok=yb8D-cY4",1200,846,{"name":332,"url":358,"width":359,"height":360},"autopilot_image-150k.jpg",{"value":364,"processed":365,"format":262},"\u003Cp>The work and insights were then used to create Autopilot. 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