Published on 11 Apr 2024 on Zacks via Yahoo Finance
Discover Financial Services DFS recently struck a strategic partnership with Google Cloud to bring generative AI or gen AI technology to its customer care centers. The technology is expected to improve agent productivity, and enable delivering faster, personalized and efficient resolutions, enhancing customer experience.
Per the deal, DFS will leverage Vertex AI, Google Cloud's AI platform, to equip its around 10,000 contact center agents with gen AI-driven tools. This will help the agents to analyze complex policies and provide information according to customer needs. Utilizing this advanced technology is expected to reduce search time for the agents.
The newly integrated generative AI capabilities with Discover Financial's Action tool commenced rollout early this year. Initial outcomes indicate that agents can slash call handle time and enhance policy search time by up to 70%. Hence, upon full implementation throughout the company, it is expected to deliver substantial productivity gains.