Published on April 9, 2024, 9:44 am

Revolutionizing Customer Care: Discover Partners With Google Cloud To Implement Generative Ai

Discover collaborates with Google Cloud to implement generative AI (gen AI) technology in its customer care centers, aiming to enhance customer and agent experiences. This strategic partnership will equip nearly 10,000 contact center agents with gen AI-driven tools, leading to faster resolutions and improved productivity. By leveraging Google Cloud’s AI platform, Vertex AI, Discover is set to elevate its customer support interactions to deliver personalized and effective service consistently.

Szabolcs Paldy, senior vice president of Operations at Discover, expressed the importance of meeting and exceeding customer expectations through outstanding service. With the integration of generative AI tools from Google Cloud, Discover anticipates a significant enhancement in handling customer queries efficiently.

The collaboration between Google Cloud and Discover involved incorporating gen AI into Discover’s call center solutions by training Google’s large language models with common questions asked by agents. This process aimed to identify accurate responses efficiently through rigorous testing procedures. Shaun Khalfan, senior vice president and chief information security officer at Discover emphasized the company’s dedication to responsible AI use with stringent risk management practices.

The implementation of gen AI capabilities has already begun showing promising results such as reduced call handle times and enhanced search efficiency for policies and procedures by up to 70%. The ongoing deployment across Discover is expected to yield substantial gains in customer experience and agent productivity. Moreover, Discover plans to further enhance solutions related to phone call transcription, categorization of requests by topic, sentiment analysis, and infusion of AI capabilities into internal CRM systems.

Yolande Piazza, vice president of Financial Services at Google Cloud highlighted the positive impact of generative AI on customer care within the financial services industry. The collaboration aims at empowering customer service agents with the tools needed for informed and efficient support that fosters loyalty and boosts productivity.

This joint effort underscores Discover’s commitment to innovation in leveraging AI within the financial services sector. By embracing generative AI technology, Discover sets a new standard for exceptional customer care while solidifying its position as a pioneering company driving advancements in the field.

In conclusion, this strategic alliance between Discover and Google Cloud signifies a significant leap towards revolutionizing customer care through the integration of cutting-edge generative AI technologies.


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