Explore a 33-minute conference talk from Data Science Conference Europe 2023 where banking experts demonstrate how NLB leverages Natural Language Processing to revolutionize customer service and employee workflows. Discover the implementation of two key AI models: a sentiment analysis system that evaluates email tone and structure, and a topic classification model that automatically categorizes customer inquiries across various banking services including cards, accounts, mobile applications, and loans. Learn how these NLP innovations enable Contact Centre staff to optimize email prioritization and resource allocation, ultimately leading to enhanced customer service delivery and improved operational efficiency in the banking sector.