Discover Financial Services Deploys Google Cloud's Generative AI to Transform Customer Service
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Vertex AI
- Discover Global Network
- PULSE
- Diners Club International
Tech Stack
- Generative AI
- Natural Language Processing
- Large Language Models
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Innovation Output
Technology Category
- Analytics & Modeling - Generative AI
- Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries
- Finance & Insurance
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Discover Financial Services is a prominent digital banking and payment services company, recognized as one of the largest card issuers in the United States. Established in 1986, Discover has built a strong brand in the U.S. financial services sector. The company offers a range of financial products, including the Discover® card, personal loans, home loans, checking and savings accounts, and certificates of deposit. Discover operates the Discover Global Network®, which includes the Discover Network, PULSE®, and Diners Club International®, providing extensive merchant and cash access locations worldwide. With a commitment to innovation, Discover continuously seeks to enhance its services and maintain its leadership position in the industry.
The Challenge
Discover Financial Services faced the challenge of enhancing its customer service operations to provide faster, more personalized, and efficient resolutions. With nearly 10,000 customer care agents, the company needed a solution that could improve agent productivity and customer experience. The existing system required agents to spend significant time searching for information, which delayed response times and affected customer satisfaction. Discover aimed to leverage advanced AI technologies to streamline processes, reduce call handle times, and improve the accuracy and safety of responses. The company sought to integrate generative AI capabilities into its customer care centers to address these challenges and position itself as a leader in AI application within the financial services industry.
The Solution
Discover Financial Services collaborated with Google Cloud to integrate generative AI technology into its customer care centers. Utilizing Google Cloud's AI platform, Vertex AI, Discover empowered its contact center agents with AI-driven tools. These tools included intelligent document summarization, which allowed agents to quickly access and understand complex policies and procedures. Additionally, real-time search assistance enabled agents to use natural language to access vast knowledge bases, reducing the time spent searching for information during live interactions. Google Cloud and Discover worked together to train and tune large language models with frequently asked questions and expected answers, ensuring high accuracy and safety in responses. An automated acceptance testing tool was employed to run numerous test cases, identifying the most accurate and safe responses. The integration of these AI capabilities into Discover's internal agent tool, Action, began in early 2024, with promising early results in reducing call handle times and improving search efficiency.
Operational Impact
Quantitative Benefit
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