Discover Financial Services Deploys Google’s AI to Enhance Customer Service Operations in Contact Center

Discover Financial Services is revolutionizing customer service in its contact center by using generative artificial intelligence from Google to simplify the way agents research and address customer queries. By deploying Google Cloud’s AI development platform, Vertex AI, Discover is able to summarize policies and procedures for agents in real-time, enabling them to quickly return answers to customers while on the phone.

One of the key goals of this initiative is to alleviate the mental load on agents so they can better focus on the customer. As digital banking has evolved, customer service calls have become more complex and challenging. By using AI to summarize documents and provide real-time search capabilities, Discover is empowering its agents to handle inquiries more efficiently and effectively.

Discover is one of the first financial institutions to implement this particular use case of generative AI, showcasing its commitment to innovation and customer-centricity. By integrating AI capabilities into its internal agent tool, agents are able to access information seamlessly and without the need to toggle between different systems. In pilot tests, Discover observed significant time savings, with agents locating the right information up to 70% faster.

To ensure the accuracy and relevance of the AI-generated answers, Discover and Google Cloud collaborated on training the language models with frequently asked questions and validating answers with human input. This partnership highlights the importance of collaboration and ongoing refinement in deploying AI solutions successfully.

Other financial institutions are also harnessing the power of generative AI for various use cases in customer service. Scotiabank, Deutsche Bank, Ally Financial, KeyBank, and First Horizon are among the companies leveraging AI to streamline operations and enhance customer experiences.

The integration of generative AI into Discover’s contact center exemplifies the bank’s commitment to leveraging technology to drive efficiency and improve customer service. By simplifying the way agents research and address customer queries, Discover is setting a new standard for customer service in the financial industry.