Banks deploy AI that works alongside contact centre agents in real time — summarising calls as they happen, automating caller authentication, analysing customer sentiment, and surfacing contextual recommendations to agents during live conversations. The AI reduces handle time while improving the quality of agent support.
Definity (insurance/financial services, working with Deloitte on Google Cloud) leverages AI to summarise calls, automate caller authentication, analyse customer sentiment, and provide real-time recommendations. Results: 20% reduction in call handle times and 15% improvement in agent productivity.
Google Cloud Contact Centre AI; Gemini; Customer Engagement Suite; real-time speech analytics; core banking/insurance system integration; sentiment analysis models.