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  "documentTitle": "2019 ccb investor day ba56d0e8",
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  "authorName": "JPMorgan Chase & Co.",
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      "text": "Customer behavior shift: >80% of transactions completed through self-service channels; Operational efficiencies: Inbound calls per household down 3%, Cost per call down 7%; Workforce transformation: Technology/digital headcount up 2K, Operations headcount down 7K",
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