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Empowering Agents: How generative AI supports contact center agents in banking

Vinay Patel
18 October 2023

In the fast-paced world of banking, customer service plays a pivotal role in building trust and loyalty.

Contact center agents are the frontline champions responsible for addressing customer queries, resolving issues, and providing essential assistance. However, with the increasing complexity of financial products and the growing demands of customers, contact center agents often face challenges in providing accurate and timely information. This is where generative AI emerges as a game-changer, empowering agents with the right tools to enhance their performance and deliver a seamless customer experience.

Generative AI in banking

Generative AI, a groundbreaking technology, is making significant strides in the banking sector. By harnessing the power of advanced language models, it allows banks to streamline customer service operations, automate routine tasks, and provide personalized interactions. From generating tailored responses to enhancing fraud detection and risk assessment, Generative AI is transforming the way banks interact with customers and optimize their internal processes, ultimately leading to improved efficiency and customer satisfaction.

Use cases of generative AI in banking contact centers

1. Abstract summarization: Abstract summarization is a cutting-edge approach implemented in contact centers to empower agents and streamline their workflow. The process begins with the contact center system recording and transcribing customer calls accurately. Utilizing the power of GPT-3, a robust language model, the system then generates concise summaries by extracting essential information from the conversations. Later, they are presented to the agents, allowing them to quickly review and approve the condensed call transcripts.

2. Insight extraction: Harnessing the power of Generative AI, contact centers can extract valuable business insights from vast conversation-related datasets. By analyzing the reasons behind customer calls in conjunction with average handle time, average hold time, and average queue time, agents become truly empowered. These insights provide a deeper understanding of call patterns, enabling agents to optimize their performance and improve the overall efficiency.

3. Real time digital assistant: Generative AI can be used to assist agents in handling customer inquiries more efficiently. By granting access to a vast knowledge base, the AI model efficiently retrieves relevant information and proposes suitable responses for agents. This capability empowers them to deliver accurate and consistent answers to customer queries, resulting in enhanced satisfaction and a more seamless customer service experience.

4. Complaint resolution: Resolving customer complaints is crucial for maintaining a positive brand image and delivering a high-quality experience. Generative AI can analyze historical data on successful complaint resolutions and recommend the most effective strategies to agents. This ensures that agents have the necessary tools to address customer grievances promptly and effectively, while also providing a superior customer experience.

5. Personalized customer interaction: Generative AI can empower agents to provide personalized and tailored responses to customers, thereby enhancing their overall experience. By analyzing customer data, Gen AI can generate customized responses that cater to specific needs, fostering meaningful and impactful interactions that make customers feel valued and understood.

6. Automated ticket routing: Some queries might require specialized assistance or escalation to the higher-level support. Generative AI can analyze incoming queries and route them to the appropriate departments, ensuring a streamlined workflow and reducing response times.

7. Automated email response: By analyzing vast amounts of customer data, Gen AI can generate personalized and contextually appropriate email replies, tailored to each customer’s specific inquiry. This technology streamlines the response process, saving agents valuable time and effort, while ensuring customers receive timely and accurate solutions, ultimately enhancing overall customer service and experience.

Benefits of Generative AI for agents:

1. Enhanced efficiency: By automating repetitive tasks and providing quick access to information, Generative AI significantly reduces the average handling time for customer inquiries. Agents can focus on more complex issues and provide a higher level of service.

2. Consistency and accuracy: Generative AI ensures consistent and accurate responses across all customer interactions. This consistency builds trust and eliminates the risk of misinformation.

3. Continuous learning: AI models learn from every customer interaction, making them more knowledgeable and better equipped to handle future queries effectively.

4. Improved job satisfaction: Empowered with Generative AI tools, agents can handle customer inquiries with confidence and efficiency, leading to higher job satisfaction and lower agent turnover.

5. Cost savings: Automating routine tasks and optimizing agent performance results in cost savings for banks, as they can handle more queries with the same staff strength.


Generative AI is revolutionizing the banking industry by empowering contact center agents to deliver exceptional customer service. By providing quick access to information, personalized customer interactions, and compliance support, Generative AI enhances agent performance and customer satisfaction. As banks continue to adopt this technology, they will undoubtedly witness significant improvements in their contact center operations, ultimately leading to a more positive and seamless customer experience.


Vinay Patel

Senior Director, Contact Center Transformation Leader
Banking and Capital Markets sector are focused on delivering a customer-centric contact center leveraging a customer experience hub to  optimally engage customers across interactions.