Case Study: Discover Financial Services improves self-service and customer experience with Omilia Conversational AI

Discover Financial Services improves containment and self-service with Omilia

Discover Financial Services, a leading U.S. digital banking company, faced limitations with its legacy interactive voice response (IVR) system, which lacked natural language understanding and flexibility. This resulted in high agent transfer rates and difficulty increasing self-service automation. To modernize its customer care, Discover partnered with vendor Omilia and its conversational AI platform.

Omilia implemented a natural language solution that replaced the menu-driven IVR, allowing customers to speak freely. Following a successful pilot that showed improved containment, Discover fully migrated over 40 self-services to Omilia's platform, later moving to Omilia Cloud Platform on AWS. The results for Discover included improved self-service rates, reduced average handle time, maintained high customer satisfaction, and reduced agent-to-agent transfers. Omilia's tools also provided the flexibility for Discover's team to independently develop new services.

Discover Financial Services