Discover Financial Services partnered with Google Cloud to integrate Vertex generative AI into its customer care centers. With these tools, its contact center agents will have access to intelligent document summarization and real-time search assistance, according to a press release.

Google and Discover worked together to train language models with questions and test cases to find the right responses. With Vertex, Discover's nearly 10,000 agents will have access to the right information to give customers, according to the release.

"Discover is committed to responsible AI use with adequate risk management," Shaun Khalfan, SVP and chief information security officer at Discover, said in the release. "Our approach to the use of AI technologies follows rigorous risk assessments and ongoing monitoring to ensure our AI systems operate ethically and responsibly."

"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," Yolande Piazza, VP financial services, Google Cloud, said in the release. "With Google Cloud's generative AI capabilities, Discover's customer service agents are able to provide the kind of informed, proactive, and efficient support that builds lasting loyalty and increases productivity. We're already seeing faster resolution times and expect customer service to continue to improve as the solution rolls out."

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