2018 Winner Profile

Discover Financial Services

Project Description:
Discover Financial Services has enhanced customer service with in-app messaging using artificial intelligence (AI) to deliver an easy, instant and intuitive messaging experience for customers and customer service agents. The company's mobile app, AI Assist, gives customers convenience as well as the flexibility to jump in and out of conversations with customer service representatives. It also helps agents consistently deliver award-winning customer service by leveraging natural language processing and machine learning to automatically suggest pre-defined responses related to questions, policies and procedures. The more the app is used, the more the system learns and enables agents to respond with helpful, compliant and personalized information within seconds. With AI Assist, the agents now typically respond in seconds. In addition, the cost per interaction decreased by 2.2 times from 2013 to 2017. Discover Financial Services has also increased customer satisfaction with a 4.81 out of 5 stars rating while reducing the cost and time spent training customer service agents.
Business Goal:
Competitive Advantage, Customer Experience
Glenn P. Schnieder, Executive Vice President and CIO
David Nelms
Riverwoods, Ill.
Financial Services (e.g. Banking, broker and Dealers, Exchanges)
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