Nearly 10,000 customer care agents will be empowered with AI-driven capabilities, leading to faster resolution times and better customer experience
Using Google Cloud's AI platform, Vertex (NASDAQ:VRTX) AI, Discover will empower its nearly 10,000 contact center agents with gen AI-driven tools with capabilities such as:
- Intelligent document summarization: Vertex AI will analyze and summarize complex policies and procedures, providing agents with information at their fingertips and rapid insight to answer customer needs.
- Real-time search assistance: Using natural language, agents can access vast knowledge bases to suggest relevant information during live interactions, so they spend less time searching and more time helping customers.
"Today more than ever, customers expect exceptional service, and our collaboration with Google Cloud will help us not only meet, but also exceed those expectations," said
Google Cloud and Discover collaborated to build gen AI into Discover's call center solutions by training and tuning Google's large language models with a set of questions frequently asked across various tenured groups of agents with 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. This enables Discover to manage risks and get agents the information they need in a timely manner.
"Discover is committed to responsible AI use with adequate risk management," said
The new gen AI capabilities, integrated with Discover's internal agent tool, Action, began rolling out in early 2024, and early results have shown that agents can reduce call handle time and improve policy and procedure search time by as much as 70%. Once fully deployed across Discover, this can translate to significant customer experience and productivity gains.
Discover also plans to enhance solutions that help with phone call transcription, categorization of incoming requests by topic, and customer sentiment analysis. In addition, internal CRM systems can now be infused with AI capabilities and made more intelligent.
"Our collaboration with Discover showcases the real-world impact of generative AI and sets a new standard for customer care in the financial services industry," said
This initiative solidifies Discover's commitment to innovation and positions the company as a leader in the application of AI within the financial services industry.
About Discover
Discover Financial Services (NYSE: NYSE:DFS) is a digital banking and payment services company with one of the most recognized brands in
About Google Cloud
Google Cloud is the new way to the cloud, providing AI, infrastructure, developer, data, security, and collaboration tools built for today and tomorrow. Google Cloud offers a powerful, fully integrated and optimized AI stack with its own planet-scale infrastructure, custom-built chips, Generative AI models and development platform, as well as AI-powered applications, to help organizations transform. Customers in more than 200 countries and territories turn to Google Cloud as their trusted technology partner.