Gen AI reduces agent response time by 70% at Discover
Discover taps Google Cloud’s AI platform, Vertex AI
Discover Financial Services is tapping generative AI to speed up call center agent response and strengthen client experience.
Using Google Cloud’s AI platform, Vertex AI, Discover has reduced response times for call center agents by 70%, Szabolcs Paldy, senior vice president of enterprise operations at Discover, told Bank Automation News. Questions in the call center that traditionally took minutes to answer can now be answered in seconds thanks to generative AI.
With more self-service and digital options, consumers are no longer calling agents with simple questions about payment deadlines or minimums; they are asking more difficult-to-answer questions, which take time, Paldy said.
The financial institution was left with solving the problem of how to get relevant information to an agent quickly, Paldy said.
The solution: generative AI.
“Generative AI can be a tool that can improve, or further enhance, customer experience if applied correctly,” Paldy said.
In real time, generative AI can provide agents with the right documents, right procedures and accurate summaries of the procedures to respond to client questions without having to place them on hold, Paldy said.
This is “a huge deal from an agent point of view,” Paldy said, because it makes them more capable and gives them the tools to have a more granular understanding of Discover products, features, policies and procedures.
Seamless transitions
Generative AI also equips agents to access chatbot conversation summaries if a client opts to talk to an agent rather than continue with the bot, Paldy said.
With generative AI, agents have a summary of the virtual chat, so the conversation is ongoing rather than starting from scratch, Paldy said.
Without generative AI, “it’s such a difficult transition” from virtual chat to call center, he said.
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