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RIVERWOODS, Ill., April 02, 2025--(BUSINESS WIRE)--Discover was selected as a 2025 CIO 100 award winner for its generative artificial intelligence (GenAI) solution that helps customer care agents classify when, where and how to contact customers based on their preferences, while also reducing the company’s risk posture. For almost 30 years, the CIO 100 awards have recognized innovative organizations around the world that exemplify the highest level of strategic and operational excellence in IT.
Discover technologists created and deployed a GenAI model on an internally built platform that combines advanced cloud-scale data warehousing with innovative analytics capabilities. This GenAI solution has been used to analyze vast amounts of data and classify customer contact preferences to ensure greater adherence to customer requirements and compliance with financial regulations.
Key results include:
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a significant decrease in the time-to-market from 7 hours to 4 minutes, meaning teams can now deploy their analytics work on this platform faster.
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an 80% increase in dataset coverage when understanding customer contact preference.
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reduced customer sentiment analysis time by over 75% for correctly understanding how the customer felt at the end of the interaction based on the call transcript.
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the ability to capture more than 1,200 additional customer contact preference requests every month, all while doing so in a cost efficient and sustainable manner.
"Everything we do at Discover is with the customer in mind, and we want to ensure every customer interaction is positive, seamless, and most importantly, secure," said Jason Strle, chief information officer at Discover. "This solution continues on our vision of being the leading digital bank and payments partner because we can quickly convert data into actionable insights that support our customers in a matter of minutes, as opposed to hours or even days."
"The CIO 100 Awards recognize IT leaders who drive innovation, transformation, and business success through technology. With an exceptionally high caliber of submissions each year, winning a CIO 100 Award is a true honor, highlighting the bold vision, strategic excellence, and groundbreaking impact of the most influential CIOs shaping the future of digital enterprise," stated Elizabeth Cutler, content director, CIO 100 Symposium & Awards.
Executives from the winning companies will be recognized at the CIO 100 Symposium & Awards. To learn more about the people, processes, and technology at Discover, visit technology.discover.com and for more information on open roles, visit jobs.discover.com.