Fidelity Labs transformed the way Fidelity developed new technology solutions to existing and future customers. In the early $2010$s$,$ the emphasis was on advanced analytics and algorithmic$-$based predictions. For example, Fidelity Labs developed algorithms to predict why customers were calling. These algorithms

Improved customer service by routing all customers to the right representative

Provided an initial solution, but the predictive approach was subsequently abandoned

Increased innovation based on the use of predictive solutions

Provided a seamless technology solution to customers

Increased cost savings by making accurate predictions