A chatbot should be more than a glorified interactive voice response system. When a customer asks an application for information or help, it shouldn’t matter how she phrases her request or whether she uses specific keywords—asking “Is my income keeping... Diane Chang
Diane Chang is a Distinguished Data Scientist at Intuit, where she powers the prosperity of consumers and small businesses with machine learning, behavioral analysis, and risk prediction. Diane initially worked on TurboTax, looking at the effectiveness of our digital marketing campaigns, understanding user behavior in the product, and analyzing how customers get help when they need it. She also helped launch QuickBooks Capital, predicting outcomes for loan applicants. She is currently applying AI/ML techniques to customer care. Diane has a PhD in Operations Research from Stanford. She previously worked for a small mathematical consulting firm, and a start-up in the online advertising space. Prior to joining Intuit, Diane was a stay-at-home mom for 6 years.
