United StatesFinance and insurance2024 – ongoingEquitable Holdings
Generative AI document assistant for customer-service representatives
DXC reported 80% faster customer responses at Equitable after deploying a generative AI assistant
Problem
Equitable's representatives needed information from a large collection of documents to answer customer questions. Its existing chatbot was approaching expiration.
Approach
DXC built and deployed a generative AI virtual service agent for Equitable. The assistant analyzed documents to support representatives answering customer inquiries. DXC later reported that Equitable replaced the expiring chatbot in 30 days.
Results
Takeaway
The assistant supported representatives rather than removing them from customer conversations. DXC did not disclose the measurement method behind its response-speed claim.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
DXC reported a deployed generative AI service agent at Equitable that analyzed thousands of documents. It claimed representatives responded 80% faster.
DXC described Equitable replacing an expiring chatbot in 30 days. It repeated the 80% faster-response claim and described document analysis supporting human agents.
Full details are in the original sources.