Discover Recognized for Customer Service Innovation
January 10 2018 - 1:30PM
Business Wire
Discover has been named a 2018 Digital Edge 50 award winner for
its in-app messaging functionality that leverages artificial
intelligence (AI). This feature provides a responsive and intuitive
messaging experience for customers while making it easier for
service agents to deliver world-class customer service.
In-app messaging gives customers the flexibility to jump in and
out of conversations with service representatives via the Discover
mobile app at their convenience. Agents are always ready to respond
with helpful support with the assistance of chatbots in the
background utilizing natural language processing and machine
learning.
“At Discover, we are always looking to leverage innovative
technologies to improve the customer experience,” said Glenn
Schneider, chief information officer at Discover. “Our system
analyzes customer messages in real-time and continuously learns,
enabling our U.S.-based agents to deliver personalized
service.”
The Digital Edge 50 distinction is awarded for innovation using
technologies such as AI, mobile, analytics, the Internet of Things
and cloud to deliver business results. Sponsored by IDG, a
technology media, data and marketing
services company, the awards recognize projects that create
greater customer engagement and drive higher revenue and
profits.
“This year we have many winners employing AI and machine
learning, or a combination of the two, demonstrating how quickly
those technologies are taking hold,” said Anne McCrory, Digital
Edge program chair and Group VP, Customer Experience and
Operations, IDG Events and CIO Executive Council. “There are
projects on data accessibility, digital assistants, sensors, and
integrating numerous systems and data types for mobile users. All
have remarkable returns, whether those are efficiencies or sales
from new capabilities or even new businesses launching.”
More than 250 projects were nominated for the Digital Edge 50
awards. Selected by a panel of industry experts, and business and
technology executives, applications were evaluated for complexity,
business results and innovation. Winning projects used technology
such as artificial intelligence, machine learning, virtual
reality/augmented reality, cloud, data analytics, and mobile/smart
devices.
About Discover
Discover Financial Services (NYSE: DFS) is a direct banking and
payment services company with one of the most recognized brands in
U.S. financial services. Since its inception in 1986, the company
has become one of the largest card issuers in the United States.
The company issues the Discover card, America's cash rewards
pioneer, and offers private student loans, personal loans, home
equity loans, checking and savings accounts, and certificates of
deposit through its direct banking business. It operates the
Discover Network, with millions of merchant and cash access
locations; PULSE, one of the nation's leading ATM/debit networks;
and Diners Club International, a global payments network with
acceptance in more than 185 countries and territories. For more
information, visit www.discover.com/company.
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version on businesswire.com: http://www.businesswire.com/news/home/20180110006001/en/
Discover Financial ServicesSusan J.
Villalobos224-405-5344susanvillalobos@discover.com@Discover_News
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