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Title
Discovery Bank's Azure OpenAI assistant for agents delivers 500% ROI
…ess. It has achieved 500% ROI and boosted customer satisfaction. READ THE STORY 500% return on investment (ROI) 200 agents supported by an AI assistant As a fully digital financial institutio…
Description
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.
…ts of implementing its AI initiatives, calculating return on investment (ROI). “With the Databricks platform and the Azure OpenAI-powered assistant, we’ve seen a 500% ROI,” Emslie shares. In other words, “Our efforts have created value for both our c…
Company
Discovery Bank
…E STORY 500% return on investment (ROI) 200 agents supported by an AI assistant As a fully digital financial institution, Discovery Bank is a full-service bank—offering clients access to transactional, lending (including home loans), savings, investment, and forex products. Launched in 2019, it is part of Discovery Group. Discovery Group, founded in 19…
Country
South Africa
…iner Apps Azure DevOps SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION South Africa BUSINESS NEED Artificial Intelligence INDUSTRY Banking Share the story Explore…
Industry
Financial Services
…00+ employees COUNTRY/REGION South Africa BUSINESS NEED Artificial Intelligence INDUSTRY Banking Share the story Explore related stories /h2> "> Explore related stories Stories…
Problem
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.
…e details Explore related stories Contact Sales Contact Sales Executive summary Discovery Bank, a full-service, digital bank, sought a flexible yet simple data platform to support its shared-value banking model and deliver personalized financial solutions. The bank chose Microsoft Azure and Azure Databricks to build an AI-powered infr…
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.
…rt its shared-value banking model and deliver personalized financial solutions. The bank chose Microsoft Azure and Azure Databricks to build an AI-powered infrastructure for client-centric services. It also built an AI assistant for Discovery Bank agents with Azure OpenAI. By using these tools and guiding clients to the next best action, Discovery Ban…
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.
…Emslie says. All of this has inevitably led to improved customer satisfaction: “We’ve seen rises in customer satisfaction, retention, and engagement metrics,” adds Emslie. Directly impacting shared value Discovery Bank measures the impa…
AI capabilities
Conversational AI, Predictive Analytics, Generative AI
…ot able to access client and product information easily,” explains Mehta. “Now, the assistant provides personalized insights about clients, as well as product and process information—all via a simple chat interface. This helps Discovery Bank agents proactively suggest tailored actions to suppo…
Technology
Microsoft Azure, Azure Databricks, Azure OpenAI Service
…kedIn , X/Twitter , and YouTube . Discover more details CUSTOMER Discovery Bank PRODUCTS Azure Data Factory Azure App Service Azure API Management Azure OpenAI Service Azure Event Hubs Azure Azure Databricks Azure Container Apps Azure DevOps SERVICES AND SUPPORT ORGANIZATION SIZE 10,000+ employees COUNTRY/REGION South A…
Headline outcome
…ess. It has achieved 500% ROI and boosted customer satisfaction. READ THE STORY 500% return on investment (ROI) 200 agents supported by an AI assistant As a fully digital financial institutio…
Use case type
Conversational assistant
…ot able to access client and product information easily,” explains Mehta. “Now, the assistant provides personalized insights about clients, as well as product and process information—all via a simple chat interface. This helps Discovery Bank agents proactively suggest tailored actions to suppo…
