United StatesFinance and insurance2017 – ongoingSynchrony Financial
Sydney virtual assistant for cardholder questions
Synchrony said Sydney reduced live-chat volume by more than 50%
Problem
Cardholders needed answers to routine account and payment questions. Human agents handled requests that could be addressed through digital self-service.
Approach
Synchrony launched Sydney, an AI virtual assistant trained on call-center data. Retail partners deployed it for text-based cardholder questions. Synchrony adapted its language and tone to each partner.
Results
Takeaway
Sydney handled routine questions while human agents addressed more demanding requests. The reported reduction concerned live-chat volume, rather than all customer contacts.
Categories
- Size
- Large enterprise
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Synchrony reported Sydney's deployment at more than 20 retailers. It said millions of digital interactions over the previous year accompanied a reduction of more than 50% in live-chat volume.
Full details are in the original sources.