Discover (DFS) announced a strategic collaboration with Google Cloud (GOOG, GOOGL) to introduce generative AI technology into its customer care centers. This collaboration aims to enhance the customer and agent experience, and improve agent productivity, offering faster, more personalized, and efficient resolutions. Using Google Cloud’s AI platform, Vertex AI, Discover will empower its nearly 10,000 contact center agents with gen AI-driven tools with capabilities such as: Intelligent document summarization: Vertex AI will analyze and summarize complex policies and procedures, providing agents with information at their fingertips and rapid insight to answer customer needs. Real-time search assistance: Using natural language, agents can access vast knowledge bases to suggest relevant information during live interactions, so they spend less time searching and more time helping customers.
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