Join us as we explore ABN AMRO's journey to optimize the customer chatbot, Anna, enhancing client interactions and service delivery. We focus on analysing conversational data, particularly where outcomes are unclear, using advancements in large language models. Our goal is to extract insights that improve Anna's performance. By employing semi-supervised and few-shot learning techniques, we fine-tuned our OpenAI model and uncovered valuable insights. This presentation will showcase our methodologies and findings, offering potential benefits for technical teams within and beyond our organization, and propelling future innovations.