Alice Chambers |
Nationwide, a building society that serves around 17 million customers across over 600 branches in the UK, has used GPT-4 within Microsoft Azure OpenAI to reduce its customer response times from 45 to 10-15 minutes.
“Generative AI offers incredible potential to improve how organisations serve customers while improving the employee experience, too,” says Srinath Kanisapakkam, chief data and analytics officer at Nationwide. “I’m delighted by the impact of our first generative AI solution with Microsoft, not to mention the speed with which we’ve been able to implement it.”
To achieve this, Nationwide used Azure to ensure all its data was accessible in one place. It then used applied Azure Databricks and Teradata’s VantageCloud to analyse and maintain data.
Following its efficiency improvement of around 66 per cent in customer response times, Nationwide is looking to use more Azure OpenAI applications across operations including contact centres credit risk assessments, economic crime monitoring and CO2 emissions reporting.
“Whether it’s in customer service or elsewhere, AI gives us an opportunity to evolve not only what we do, but also how we do it,” said Paul Ballard, director of technology strategy and enterprise architecture at Nationwide. “That, in turn, can help us create more connected and engaging experiences for Nationwide members and colleagues.”