Discover Financial Services Partners with Google Cloud to Revolutionize Customer Service with AI

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Discover Financial Services has announced a groundbreaking collaboration with Google Cloud to enhance its customer service using generative AI technology. Szabolcs Paldy, senior vice president of Operations at Discover, highlighted the importance of exceeding customer expectations in today’s competitive landscape. Paldy expressed confidence that leveraging Google Cloud’s generative AI tools will enable Discover to deliver fast, personalized, and effective customer support interactions.

The partnership involved integrating Google Cloud’s gen AI into Discover’s call center solutions. This process included training and fine-tuning Google’s large language models with commonly asked questions and their corresponding answers across different groups of agents. An automated acceptance testing tool was utilized to identify the most accurate and safe responses, ensuring efficient risk management and timely access to information for agents.

Shaun Khalfan, senior vice president and chief information security officer at Discover, emphasized the company’s commitment to responsible AI use and risk management. Discover follows rigorous risk assessments and ongoing monitoring to ensure that AI systems operate ethically and responsibly.

The implementation of gen AI capabilities into Discover’s internal agent tool, Action, commenced in early 2024. Early results have demonstrated significant improvements, with agents reducing call handle time and enhancing policy and procedure search time by up to 70%. Discover plans to further enhance solutions for phone call transcription, categorization of incoming requests, and customer sentiment analysis, ultimately aiming to optimize internal CRM systems with AI capabilities for improved intelligence and efficiency.