The company is partnering with Google Cloud to help improve agent productivity.
04/12/2024 11:50 A.M.
1.5 minute read
Discover says it is using generative AI in its contact centers to help nearly 10,000 agents better answer customer questions, and that early results indicate that agents have reduced call handling time and policy search time by as much as 70%.
Discover teamed up with Google Cloud to build generative AI into its call centers, training Google’s large language models with frequently asked questions and their expected answers.
“An automated acceptance testing tool was then used to run hundreds of test cases with different parameters to identify the right responses with the highest accuracy and safety scores,” Discover said in a press release. “This enables Discover to manage risks and get agents the information they need in a timely manner.”
The tool helps analyze and summarize complex policies and procedures so agents can better answer customer questions. It also uses natural language for real-time search assistance during live interactions so they better maximize their time with customers.
“By using Google Cloud’s generative AI tools, we will raise the bar for customer support interactions, ensuring fast, personalized and effective service every time,” said Szabolcs Paldy, senior vice president of operations at Discover.
Discover’s rollout of the generative AI tool began in early 2024.
“Discover is committed to responsible AI use with adequate risk management,” said Shaun Khalfan, senior vice president and chief information security officer at Discover. “Our approach to the use of AI technologies follows rigorous risk assessments and ongoing monitoring to ensure our AI systems operate ethically and responsibly.”
Discover is not the only financial services giant embracing technology. Bank of America announced recently that its virtual financial assistant, Erica, is now engaging with clients 2 million times per day.
“It took four years to reach 1 billion interactions, since which client engagement has surged, reaching a second billion just 18 months later,” according to a press release.
Bank of America’s virtual assistant answers a variety of customer inquiries, including providing account or routing numbers, finding transactions and helping with money transfers and bill pay.
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