Discovery Bank's Azure OpenAI assistant for agents delivers 500% ROI
Discovery Bank, a fully digital South African bank serving clients with transactional, lending, savings, investment, and forex products, built an AI-powered data infrastructure on Microsoft Azure and Azure Databricks. Using Azure OpenAI Service, the bank created an AI assistant for its roughly 200 customer service agents, who handle about 3,000 calls a day; the assistant surfaces personalized client and product information through a simple chat interface, helping agents proactively suggest tailored actions and reducing agent training time. Azure Databricks also powers predictive models that identify the most effective channels, messages, and timing for customer engagement. Combining the Databricks platform and the Azure OpenAI-powered assistant, Discovery Bank measured a 500% return on investment via its shared-value metric, alongside improvements in customer satisfaction, retention, and engagement.
Overview
Discovery Bank, a fully digital South African bank serving clients with transactional, lending, savings, investment, and forex products, built an AI-powered data infrastructure on Microsoft Azure and Azure Databricks. Using Azure OpenAI Service, the bank created an AI assistant for its roughly 200 customer service agents, who handle about 3,000 calls a day; the assistant surfaces personalized client and product information through a simple chat interface, helping agents proactively suggest tailored actions and reducing agent training time. Azure Databricks also powers predictive models that identify the most effective channels, messages, and timing for customer engagement. Combining the Databricks platform and the Azure OpenAI-powered assistant, Discovery Bank measured a 500% return on investment via its shared-value metric, alongside improvements in customer satisfaction, retention, and engagement.
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Inspect the highlighted sourceThe challenge
Discovery Bank sought a flexible yet simple data platform to support its shared-value banking model and deliver personalized financial solutions; agents previously were not able to access client and product information easily.
The solution
Discovery Bank built an AI-powered data infrastructure on Microsoft Azure and Azure Databricks, then used Azure OpenAI Service to introduce an AI assistant that provides personalized client, product and process information to customer service agents via a simple chat interface, while Azure Databricks also builds predictive models identifying the most effective channels, messages, and timing for customer engagement.
Reported business value
Combining the Databricks platform and the Azure OpenAI-powered assistant, Discovery Bank measured a 500% return on investment via its shared-value metric, alongside rises in customer satisfaction, retention, and engagement; close to 200 agents handling about 3,000 calls a day now get faster, more confident answers and reduced training time.
Sources
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