TD Bank Group (TD) announced yesterday the launch of two pilot programs utilizing generative AI technology. These initiatives aim to enhance customer experiences in contact centers and accelerate the coding workflow for engineers.
Revolutionizing Customer Service with Generative AI
TD recognizes the transformative potential of generative AI and is actively exploring its applications. One pilot focuses on developing a generative AI virtual assistant for contact centers. This AI assistant is designed to assist contact center employees by providing them with quick and accurate answers to common customer inquiries, ultimately reducing customer wait times.
The virtual assistant, trained in collaboration with TD employees and Layer 6 (TD’s AI research and development center), leverages conversational language and links to relevant policies and procedures to empower contact center staff in resolving customer issues more efficiently.
Boosting Engineering Efficiency
The second pilot program involves integrating GitHub Copilot, a generative AI programming assistant from Microsoft, to support TD engineers. Copilot helps streamline coding tasks by offering suggestions for code completion, explanations of complex topics, and security recommendations based on natural language prompts.
This translates to increased coding efficiency for engineers, allowing them to dedicate more time to complex tasks and value-adding activities. Additionally, Copilot promotes the development of maintainable code, further enhancing the overall engineering experience.
Focus on Security and Employee Empowerment
“We prioritize security to safeguard our customers and business,” emphasizes Licenia Rojas, Senior Vice President and Chief Engineer at TD. The bank’s thoughtful approach ensures responsible implementation of generative AI solutions.
Both pilot programs were developed through TD Invent, the bank’s innovation initiative focused on exploring emerging technologies like generative AI and spatial computing.
“Through TD Invent, every line of business collaborates to identify opportunities for operationalizing new technologies,” says Imran Khan, Head of TD Invent. “Generative AI holds immense potential to personalize and improve experiences for our customers and employees.”
This announcement coincides with TD Tech and Innovation Day, highlighting the bank’s commitment to human-centered innovation that benefits customers, employees, and communities.
