Financial services companies deploy AI that operates simultaneously in two modes: directly handling customer self-service queries through a customer-facing virtual assistant, and providing back-office support to human agents with information synthesis and procedural guidance during live calls.
Discover Financial deployed its Discover Virtual Assistant (powered by generative AI) that assists customers directly across any channel, while also supporting 10,000 contact centre agents in searching and synthesising policy information during calls — a single AI investment serving both customer and agent needs.
Generative AI (Google Cloud); Contact Centre AI; dual-mode deployment (customer-facing + agent assist); policy and procedure knowledge base; omnichannel delivery.