The rollout of the GenAI tools began in early 2024 and will continue across Discover, the companies said in a Tuesday (April 9)
“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,”
One of the capabilities provided by the GenAI tools is intelligent document summarization, in which the tools analyze and summarize complex policies and procedures and provides agents with information and insights to answer customers’ questions, according to the release.
The tools also deliver real-time search assistance that allows agents to use natural language to access knowledge bases and find relevant information during live interactions, the release said.
Early results have shown that the use of these tools enables agents to reduce call handle time and improve search time by as much as 70%, per the release.
Discover plans to continue expanding the capabilities of the GenAI tools to include phone call transcription, categorization of incoming requests by topic and customer sentiment analysis, according to the release.
“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,”
GenAI is changing the nature and quality of how consumers interact with brands, PYMNTS reported in June 2023. The technology is bringing
In another recent development in this space,
In November 2023,
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