The Canadian generative AI pilots are designed to support colleagues in the Bank's contact centres and engineering practice
As generative AI continues to transform how businesses operate, TD Bank Group (TD) today announced two pilots to support more streamlined customer experiences in its contact centres and accelerate the coding workflow for its engineers.
"Generative AI is transformative; its potential to revolutionize how we deliver for our colleagues and customers is incredible," said Luke Gee, Head of AI and Analytics at TD. "Our early exploration of generative AI is an evolution of our ongoing AI strategy. Through Layer 6, our AI research and development centre, we've developed a deep understanding of the technology that we intend to leverage to help support our customers, colleagues and communities now and into the future."
Layer 6 helped develop the generative AI virtual assistant and train it alongside colleagues with a deep understanding of TD policies and procedures. The generative AI virtual assistant provides summarized responses using conversational language to contact centre colleagues, including links to the TD policies and procedures used to source its answers.
