Artificial intelligence is revolutionizing various industries, product/service areas and processes. Customer service It is one of the areas where the transformative impact of AI is being felt.
How are customer-centric companies in industries like finance and retail using AI to leverage available touchpoints, increase end-user satisfaction, and drive sales?
“When you think about all the customer stories What we shared, Discover is great “That has something to do with it,” he said. Michael Clark (pictured right), President of North America, Google Cloud. “What is clear is that the time has come. for generating AI in the company. Leading companies are now moving for production versus large use cases that are associated with it. And Discover is really about that ‘HHow can I make this contact center much more efficient? And how can I help our people?’”
Clark and Szabolcs Paldy (left), senior vice president of business operations at Discover Financial Services, spoke with theCUBE Research analysts Savannah Peterson and Rob Strechay Google Cloud is coming in 2024, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s live streaming studio. They talked about the collaboration between Google and Discover Financial Services to revolutionize the customer experience in the banking sector. (*Disclosure below.)
AI is driving real change across the board
As a direct bank, Discover offers its services exclusively via the Internet, mobile devices and other electronic media. With no branch network, superior customer service is critical to further market differentiation and competitiveness in this operating model.
“Considering what happened to the customer service representatives and their work has become significantly more complex in the last [few] Years as digital banking has successfully penetrated the industry,” Paldy said. “You no longer call a call center with simple questions. You call and have a difficult question. Because of this, Customer service representatives are on site. difficult question after difficult question.”
Account managers are faced with increasingly complex requests and are expanding the information base required for a consistent solution. Gen AI’s summary capabilities are useful for obtaining and gathering relevant information when needed.
“W.What we have set out to do is change the customer experience when calling; You ask your question and then the agent has to say: ‘CDo you want me to put you on hold for a minute? And then they quickly start looking and try to find the right document, Read them Go through and try to find something,” Paldy said. “With generative AI wWe create a summary that is fair a paragraph with the exact answer.”
What sets the Discover/Google partnership apart, according to Paldy, is the seamless integration of AI into existing workflows. Combining AI workflows with traditional search methods has provided Discover agents with a seamless experience. Fundamentally, collaboration between human agents and also AI promotes a continuous improvement feedback loop that ensures the technology is aligned with users’ needs while meeting regulatory guidelines.
“The agents will the biggest asset in this game Because your competent agents are the ones who do it “Who can train the AI?” Paldy said. “W.We receive comments from agents, and we explained to them that we receive comments. THello, please provide us with qualitative comments What are these [areas] where the process works and which are the ones we need to customize more or test more.”
Here’s the full video interview, part of coverage from SiliconANGLE and theCUBE Research Google Cloud is coming in 2024:
(*Disclosure: Google LLC sponsored this segment of theCUBE. Neither Google nor other sponsors have editorial control over the content of theCUBE or SiliconANGLE.)